After years of working solely in the world of fintechs and software startups, my transition to working with community banks has been eye-opening. .These institutions form the backbone of local economies: trusted, personal and deeply embedded in the communities they serve. But, while their role remains critical, the gap between their current tech stacks and modernization approaches and what’s possible from today’s financial providers is striking. In an industry continuously evolving, many community banks risk being left behind — not due to a lack of intent, but due to outdated infrastructure and a cautious approach to innovation.Still, the opportunity is enormous. With the right mindset and some strategic shifts, community banks can not only compete, but lead with a customer-first model that big banks and neobanks often struggle to replicate. The best of community banking is high touch with a high tech foundation. Here are my 10 takeaways and recommendations for community banks looking to thrive in an increasingly competitive environment.For each takeaway, I’ve included a single action step and measurement metric to get started. These are just examples of the many possibilities available — chosen to be immediately implementable while delivering meaningful impact. My hope is these suggestions spark conversation among bank leadership teams about how to translate these insights into a bank’s specific context.1. The servant’s heart is your foundation, but not your only future strategyCommunity bankers possess an authentic commitment to service that larger institutions often struggle to replicate. This deep-rooted care for customers and communities builds trust and loyalty in a way that big banks might fail to achieve and fintechs spend millions trying to manufacture. In today’s digital-first world, “caring more” isn’t a sustainable competitive advantage on its own. To compete and grow, community banks need to pair their high-touch approach with high-tech capabilities such as modern tools, seamless digital experiences, and data-driven services that today’s customers have come to expect. The challenge is preserving what makes community banking special while boldly investing in what makes it scalable.Action Item: Conduct a customer journey mapping exercise to identify where digital touchpoints can enhance and support the bank’s human interactions.Measurement: Track a customer satisfaction score during digital transformation initiatives (before and after) to ensure technology enhances rather than diminishes the relationship advantage.2. “Adding value” needs concrete definitionWhen asked about differentiation, many bankers cite “adding value” and “relationships.” While meaningful, these concepts remain frustratingly abstract without specific, actionable execution strategies. Today’s definition of value-add has evolved — it means proactively anticipating customer needs, offering tailored advice that leads to better outcomes, removing friction at every touchpoint and integrating seamlessly into customers’ financial lives. It’s not just being friendly and reliable when they visit a branch, it’s about delivering relevance and utility in real time, and often before the customer even asks.Action item: Define three-five specific, measurable ways the bank adds value to customers differently than competitors and train all customer-facing staff to consistently articulate and provide these differentiators.Measurement: Track increase in products per household or business year-over-year as an indicator of deeper, more valuable relationships.Data is a dormant asset waiting to be activatedMany in this industry know that community banks sit on treasure chests of customer financial data, yet rarely move beyond surface-level reporting or compliance use cases. The opportunity to use this data for personalized insights, proactive financial guidance, smarter segmentation, and improved decision-making remains largely untapped. This isn’t just about big data or AI buzzwords – it’s about using what you already have in smarter, more strategic ways. Starting small with focused use cases such as pre-qualified lending offers or transaction alerts can yield quick wins that build internal momentum and customer trust without requiring massive investments.Action item: Launch one data-driven campaign targeting a specific customer segment with personalized offers based on their transaction behavior patterns.Measurement: Compare engagement and conversion rates on these data-informed offers against traditional marketing campaigns.Vendor dependence has created an innovation ceilingThe heavy reliance on core banking providers and technology vendors has left many community banks stuck in a reactive posture, without the internal capabilities to drive their own digital transformation. This dependency often limits flexibility, delays innovation, and puts banks at the mercy of external roadmaps. Breaking through this ceiling requires building stronger in-house technology leadership, leveling up vendor and project management skills and building strategic relationships with partners who understand the space deeply. It’s not about replacing every vendor, but about regaining control over the bank’s digital future.Action item: Create a vendor scorecard that evaluates their strategic alignment, flexibility, and innovation capacity, then use it to have candid conversations with the most critical vendors.Measurement: Track reduction in turnaround time for launching and implementing new value-creating features and functionality.Conservatism is both shield and shackleThe prudent, risk-averse nature of community banking has provided stability through economic turbulence. Yet this same conservatism often acts as a brake on innovation and manifests as resistance to necessary change and investment in future capabilities. The most successful banks find ways to balance tradition with transformation – maintaining financial discipline while intentionally creating space for experimentation, progress, and evolution. The community bank of 10 years from now will not look like today’s bank. And that’s a good thing! Please also remember, inaction is a choice, and a decision.Action item: Establish an innovation environment with defined risk parameters, dedicated budget, and executive sponsorship to test new ideas in a controlled way.Measurement: Track the number of pilots launched and evaluated annually, with success defined by clear learning outcomes rather than just ROI.External inspiration is critically undervaluedThe habit of benchmarking exclusively against other community banks creates a closed feedback loop that limits innovation and ideas. The most progressive community banks deliberately look beyond their own category and study customer experience leaders outside of banking, attend diverse industry conferences, and bring in perspectives from retail, technology, and other sectors where customer expectations move faster and translate well to financial services. Breakthroughs rarely come from solely looking inward.Action item: Schedule quarterly executive field trips to experience customer service leaders outside banking (e.g., retail, hospitality, health care) to gather transferable insights.Measurement: Document the number of non-banking practices successfully adapted and implemented in the organization annually.Customer silence isn’t satisfactionMany bankers equate limited complaints with customer satisfaction. In reality, today’s consumers rarely provide direct feedback. They’ll simply leave. The absence of complaints often masks a deeper problem: the “quiet quitters” who maintain accounts but have mentally disengaged, slowly shifting transactions, relationships and loyalty elsewhere. Modern customer success requires more proactive listening through data, signals and sentiment, not just waiting for someone to speak up.Action item: Develop a “relationship at risk” scoring model based on engagement metrics like transaction frequency, digital login patterns, and account balance trends.Measurement: Calculate the impact of early detection of relationship deterioration before account closure by tracking customers who received proactive outreach versus total lost relationships.Banking’s invisibility era is endingTraditionally, banks succeeded by being reliable utilities operating in the background of customers’ lives. But the game has definitely changed. Today’s competitive landscape rewards institutions that are proactively present at key financial moments, offering timely nudges, personalized insights, and digital convenience. Finding the balance between respectful distance and meaningful engagement is the new challenge. Bring the bank to the customers!Action item: Implement automated financial wellness alerts tied to account activity that offer specific, helpful insights rather than generic notifications.Measurement: Track engagement rates (and ideally, subsequent customer actions) with proactive communications to determine which types of outreach create value for customers.New competitive battlegrounds require new capabilitiesThe competitive front has shifted from physical presence and basic product features to seamless integration, personalization, and embedded financial services. Community banks must go beyond traditional benchmarks and identify which new battlegrounds matter most to their specific customer segments, whether that’s real-time lending decisions, fintech partnerships, or API-enabled ecosystems, and develop targeted capabilities to compete, differentiate and win.Action item: Conduct a capability gap analysis against both traditional and non-traditional competitors to identify the most critical areas for improvement and investment.Measurement: Compare speed-to-decision metrics (especially for lending) against prior years to measure improvement.Transformation is possible without losing your identityThe most successful community banks I’ve worked with demonstrate that embracing digital transformation doesn’t mean abandoning those core community values or the culture that they love. Rather, it means expanding them through smarter tools and deeper insights. Technology becomes a powerful amplifier for what already makes these institutions special: The human connection and local impact that have always been the heart of community banking. It’s not about replacing relationships with tech, it’s about reinforcing them.Action item: Create a transformation narrative that connects the bank’s heritage to its digital future, and use it consistently in both internal and external communications.Measurement: Survey both employees and customers specifically addressing the perceived balance of technology and personal service to ensure alignment with core valuesIn conclusion, the future of community banking isn’t about choosing between relationship banking and digital innovation. It’s about blending these approaches in ways that preserve unique values while meeting evolving customer expectations and a new generation of them. Those who are curious, biased to action and iterative will have a much better chance of thriving in the years ahead. I look forward to seeing and being a part of what’s to come!Carey Ransom is managing director at BankTech Ventures, a strategic investment fund which invests in early-stage technology companies that support the future of community banking.
After years of working solely in the world of fintechs and software startups, my transition to working with community banks has been eye-opening. .These institutions form the backbone of local economies: trusted, personal and deeply embedded in the communities they serve. But, while their role remains critical, the gap between their current tech stacks and modernization approaches and what’s possible from today’s financial providers is striking. In an industry continuously evolving, many community banks risk being left behind — not due to a lack of intent, but due to outdated infrastructure and a cautious approach to innovation.Still, the opportunity is enormous. With the right mindset and some strategic shifts, community banks can not only compete, but lead with a customer-first model that big banks and neobanks often struggle to replicate. The best of community banking is high touch with a high tech foundation. Here are my 10 takeaways and recommendations for community banks looking to thrive in an increasingly competitive environment.For each takeaway, I’ve included a single action step and measurement metric to get started. These are just examples of the many possibilities available — chosen to be immediately implementable while delivering meaningful impact. My hope is these suggestions spark conversation among bank leadership teams about how to translate these insights into a bank’s specific context.1. The servant’s heart is your foundation, but not your only future strategyCommunity bankers possess an authentic commitment to service that larger institutions often struggle to replicate. This deep-rooted care for customers and communities builds trust and loyalty in a way that big banks might fail to achieve and fintechs spend millions trying to manufacture. In today’s digital-first world, “caring more” isn’t a sustainable competitive advantage on its own. To compete and grow, community banks need to pair their high-touch approach with high-tech capabilities such as modern tools, seamless digital experiences, and data-driven services that today’s customers have come to expect. The challenge is preserving what makes community banking special while boldly investing in what makes it scalable.Action Item: Conduct a customer journey mapping exercise to identify where digital touchpoints can enhance and support the bank’s human interactions.Measurement: Track a customer satisfaction score during digital transformation initiatives (before and after) to ensure technology enhances rather than diminishes the relationship advantage.2. “Adding value” needs concrete definitionWhen asked about differentiation, many bankers cite “adding value” and “relationships.” While meaningful, these concepts remain frustratingly abstract without specific, actionable execution strategies. Today’s definition of value-add has evolved — it means proactively anticipating customer needs, offering tailored advice that leads to better outcomes, removing friction at every touchpoint and integrating seamlessly into customers’ financial lives. It’s not just being friendly and reliable when they visit a branch, it’s about delivering relevance and utility in real time, and often before the customer even asks.Action item: Define three-five specific, measurable ways the bank adds value to customers differently than competitors and train all customer-facing staff to consistently articulate and provide these differentiators.Measurement: Track increase in products per household or business year-over-year as an indicator of deeper, more valuable relationships.Data is a dormant asset waiting to be activatedMany in this industry know that community banks sit on treasure chests of customer financial data, yet rarely move beyond surface-level reporting or compliance use cases. The opportunity to use this data for personalized insights, proactive financial guidance, smarter segmentation, and improved decision-making remains largely untapped. This isn’t just about big data or AI buzzwords – it’s about using what you already have in smarter, more strategic ways. Starting small with focused use cases such as pre-qualified lending offers or transaction alerts can yield quick wins that build internal momentum and customer trust without requiring massive investments.Action item: Launch one data-driven campaign targeting a specific customer segment with personalized offers based on their transaction behavior patterns.Measurement: Compare engagement and conversion rates on these data-informed offers against traditional marketing campaigns.Vendor dependence has created an innovation ceilingThe heavy reliance on core banking providers and technology vendors has left many community banks stuck in a reactive posture, without the internal capabilities to drive their own digital transformation. This dependency often limits flexibility, delays innovation, and puts banks at the mercy of external roadmaps. Breaking through this ceiling requires building stronger in-house technology leadership, leveling up vendor and project management skills and building strategic relationships with partners who understand the space deeply. It’s not about replacing every vendor, but about regaining control over the bank’s digital future.Action item: Create a vendor scorecard that evaluates their strategic alignment, flexibility, and innovation capacity, then use it to have candid conversations with the most critical vendors.Measurement: Track reduction in turnaround time for launching and implementing new value-creating features and functionality.Conservatism is both shield and shackleThe prudent, risk-averse nature of community banking has provided stability through economic turbulence. Yet this same conservatism often acts as a brake on innovation and manifests as resistance to necessary change and investment in future capabilities. The most successful banks find ways to balance tradition with transformation – maintaining financial discipline while intentionally creating space for experimentation, progress, and evolution. The community bank of 10 years from now will not look like today’s bank. And that’s a good thing! Please also remember, inaction is a choice, and a decision.Action item: Establish an innovation environment with defined risk parameters, dedicated budget, and executive sponsorship to test new ideas in a controlled way.Measurement: Track the number of pilots launched and evaluated annually, with success defined by clear learning outcomes rather than just ROI.External inspiration is critically undervaluedThe habit of benchmarking exclusively against other community banks creates a closed feedback loop that limits innovation and ideas. The most progressive community banks deliberately look beyond their own category and study customer experience leaders outside of banking, attend diverse industry conferences, and bring in perspectives from retail, technology, and other sectors where customer expectations move faster and translate well to financial services. Breakthroughs rarely come from solely looking inward.Action item: Schedule quarterly executive field trips to experience customer service leaders outside banking (e.g., retail, hospitality, health care) to gather transferable insights.Measurement: Document the number of non-banking practices successfully adapted and implemented in the organization annually.Customer silence isn’t satisfactionMany bankers equate limited complaints with customer satisfaction. In reality, today’s consumers rarely provide direct feedback. They’ll simply leave. The absence of complaints often masks a deeper problem: the “quiet quitters” who maintain accounts but have mentally disengaged, slowly shifting transactions, relationships and loyalty elsewhere. Modern customer success requires more proactive listening through data, signals and sentiment, not just waiting for someone to speak up.Action item: Develop a “relationship at risk” scoring model based on engagement metrics like transaction frequency, digital login patterns, and account balance trends.Measurement: Calculate the impact of early detection of relationship deterioration before account closure by tracking customers who received proactive outreach versus total lost relationships.Banking’s invisibility era is endingTraditionally, banks succeeded by being reliable utilities operating in the background of customers’ lives. But the game has definitely changed. Today’s competitive landscape rewards institutions that are proactively present at key financial moments, offering timely nudges, personalized insights, and digital convenience. Finding the balance between respectful distance and meaningful engagement is the new challenge. Bring the bank to the customers!Action item: Implement automated financial wellness alerts tied to account activity that offer specific, helpful insights rather than generic notifications.Measurement: Track engagement rates (and ideally, subsequent customer actions) with proactive communications to determine which types of outreach create value for customers.New competitive battlegrounds require new capabilitiesThe competitive front has shifted from physical presence and basic product features to seamless integration, personalization, and embedded financial services. Community banks must go beyond traditional benchmarks and identify which new battlegrounds matter most to their specific customer segments, whether that’s real-time lending decisions, fintech partnerships, or API-enabled ecosystems, and develop targeted capabilities to compete, differentiate and win.Action item: Conduct a capability gap analysis against both traditional and non-traditional competitors to identify the most critical areas for improvement and investment.Measurement: Compare speed-to-decision metrics (especially for lending) against prior years to measure improvement.Transformation is possible without losing your identityThe most successful community banks I’ve worked with demonstrate that embracing digital transformation doesn’t mean abandoning those core community values or the culture that they love. Rather, it means expanding them through smarter tools and deeper insights. Technology becomes a powerful amplifier for what already makes these institutions special: The human connection and local impact that have always been the heart of community banking. It’s not about replacing relationships with tech, it’s about reinforcing them.Action item: Create a transformation narrative that connects the bank’s heritage to its digital future, and use it consistently in both internal and external communications.Measurement: Survey both employees and customers specifically addressing the perceived balance of technology and personal service to ensure alignment with core valuesIn conclusion, the future of community banking isn’t about choosing between relationship banking and digital innovation. It’s about blending these approaches in ways that preserve unique values while meeting evolving customer expectations and a new generation of them. Those who are curious, biased to action and iterative will have a much better chance of thriving in the years ahead. I look forward to seeing and being a part of what’s to come!Carey Ransom is managing director at BankTech Ventures, a strategic investment fund which invests in early-stage technology companies that support the future of community banking.
