CBA Webinars

CBA Team Contact

Jake Fowler

Building Quality and Quantity of Customers in Digital Channels

Recorded On: 11/17/2020



Sarah Welch, Director, Marketing Solutions Leader, Novantas
Brandon Larson, EVP, Marketing & Distribution Leader, Novantas


The pandemic has accelerated the shift to digital channels by 3 – 5 years over the course of a few months. While banks have had success acquiring customers in digital channels, the quality of these customers is typically poor – from account opening and on. How do you build quality and quantity as we continue the rapid transition to a digital world?

Join Novantas experts for an exploration of digital relationship building. During this session, we’ll discuss new research on what’s driving the gaps between digital and branch quality, as well as programs banks can put in place now to drive higher quality in 2021 and beyond.


  • New research covering digital trends in 2020 and forecasts for the future.
  • The nature vs. nurture debate with respect to digital customer quality.
  • Getting personal in digital communications.

Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

Sarah Welch

Director, Marketing Solutions Leader, Novantas

Sarah is a Director and head of Marketing Solutions at Novantas. She brings 15 years of experience as an entrepreneur and marketer in AdTech and digital products and works closely with marketing executives and product leaders across the industry to develop distinctive value propositions, improve marketing analytics, and drive the alignment of cross-bank communications around the customers. She has helped build, quantify and execute tangible strategic and tactical programs to improve deposit growth at lower cost.

Brandon Larson

EVP, Marketing & Distribution Leader, Novantas

Brandon is an EVP and head of the Marketing and Distribution business at Novantas. He brings 10+ years of retail banking strategy experience and works extensively with clients in North America to develop market-based, omni-channel strategies. He has also led numerous engagements for clients in the areas of marketing analytics, branch strategy, performance management and M&A integration.


11/17/2020 at 3:00 PM (EST)  |  Recorded On: 11/17/2020
11/17/2020 at 3:00 PM (EST)  |  Recorded On: 11/17/2020