“I believe in the role community banks play in the achievement of the American Dream and that financial wellness makes a difference in people’s lives.”
Mary Kate Loftus is the Senior Vice President, Director of Digital for M&T. She joined the Bank in 2018 as the Head of Strategic Planning for the Consumer & Business Bank. Prior to M&T, Mary Kate spent nearly 20 years in financial services with experience in Digital, Branch Management and Contact Center. American Banker named Mary Kate the runner-up for Digital Banker of the Year in 2018. Mary Kate gets her energy from participating in conversations to explore trends and has been featured on the Breaking Banks Podcast, the Global Digital Banker podcast and Business Insider. An advocate for diversity, Mary Kate sponsors high potential talent through the African American Resource Group and the Women’s Network at M&T. In 2021, Mary Kate joined leaders from tech, media, telecom and healthcare in the Deloitte Women to Watch program. Active in her community, Mary Kate is the Co-Chair for the Advisory Board for Women United.
Q: What are the big technological or customer experience changes you’re looking forward to over the next couple of years? Business Insider
A: “It will really be about leveraging digital to be as efficient and effective as possible. I believe that, as we go forward, the experience won’t be about channels. It’s going to be about customers’ interaction with the banks. I believe where we’ll be going in the future is actually much more about creating an ecosystem of experiences for our client, leveraging the tools that are right for that client at that moment, to be able to delight them. It won’t just be about needing capability X, Y, or Z—it’s heading way beyond that.”