Jul 21, 2026 · 35 min · 15 segments
Commercial banking is changing fast, and the institutions winning aren't waiting for things to settle. In this episode, recorded live at Q2's CONNECT 26 customer conference, treasury and payments…
Catherine AlbrightGuest
Eric LienGuest
Matt RibbensGuest
Rob NoonGuest
Sheryl BrownHostGood morning.
Welcome to the first session in the small business and commercial track.
Before I kick it off and meet the panelists, just a couple of things of what's going on in the market.
79%.
79% of small businesses said that they expect their financial institution to bring personal experiences to their business based on a recent Dados Insights survey.
In a recent Visa survey, 33% of businesses that had revenue between 100 million and a billion, so the upper end of the middle market, said that they expect their financial institution to bring them tailored solutions that align with their needs.
This is a significant change in the customer expectations.
There's just a lot of change going on and a lot, if you were in the keynote this morning, you heard Kirk in the product team talking about all the change that's going on within the market, including client expectations, changes from technology, changes that AI is gonna have an impact, changes in payment capability, all that makes for a wild, wild west market right now, especially in commercial banking.
So we're going to talk about all that.
We're going to talk about the change in the customer expectations, the impact that technology has on that.
And we have an amazing panel of leaders from some of the largest banks in the U.S. I'm really excited to have them tell their story and opine on some of the things that are going on in the market.
And with that, welcome panel.
Glad you guys are here.
Before we jump in, why don't you guys, I'll tell the audience a little bit about yourself and your role at your financial institution.
Good morning.
Welcome to the first session in the small business and commercial track.
Before I kick it off and meet the panelists, just a couple of things of what's going on in the market.
79%.
79% of small businesses said that they expect their financial institution to bring personal experiences to their business based on a recent Dados Insights survey.
In a recent Visa survey, 33% of businesses that had revenue between 100 million and a billion, so the upper end of the middle market, said that they expect their financial institution to bring them tailored solutions that align with their needs.
This is a significant change in the customer expectations.
There's just a lot of change going on and a lot, if you were in the keynote this morning, you heard Kirk in the product team talking about all the change that's going on within the market, including client expectations, changes from technology, changes that AI is gonna have an impact, changes in payment capability, all that makes for a wild, wild west market right now, especially in commercial banking.
So we're going to talk about all that.
We're going to talk about the change in the customer expectations, the impact that technology has on that.
And we have an amazing panel of leaders from some of the largest banks in the U.S. I'm really excited to have them tell their story and opine on some of the things that are going on in the market.
And with that, welcome panel.
Glad you guys are here.
Before we jump in, why don't you guys, I'll tell the audience a little bit about yourself and your role at your financial institution.
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