Financial institutions are facing the ongoing challenge of differentiating their online products and services in a crowded marketplace. Educating current and prospective clients about these offerings is key to building trust, increasing engagement and driving adoption. The right strategy can turn digital tools into powerful value-adds that deepen customer relationships.
To help financial institutions stand out and connect more effectively with their audiences, 16 Forbes Finance Council members share their top strategies for promoting and educating users about online banking services.
1. Integrate AI Support Agents
One effective strategy is integrating AI-powered support agents to provide instant, personalized guidance on digital products. These agents can educate users in real time, reduce pressure on staff and deliver consistent experiences, helping institutions stand out not just through their offerings but also with smarter and efficient service. – Tomer Guriel, ezbob Ltd.
2. Create Interactive Video Tutorials
One effective strategy is to create interactive, easy-to-follow video tutorials and webinars that showcase online banking features. Pair this with personalized support and targeted content. To stand out, highlight unique tools, security features and real-life success stories that build trust and demonstrate real value. – Andre Pennington, Pennington Law
3. Remember Your Customer
It’s important to remember your customer at all times and think about what they care most about. For small and mid-size businesses, that’s simplifying life. Offering a high-yield checking account helps them earn extra dollars without having to transfer between accounts. That ease can give businesses the freedom to focus on the core mission of their business or allow them to be more present with their family. That’s invaluable. – Eyal Lifshitz, Bluevine
4. Consistently Generate Content
One key strategy is to employ consistent content generation across digital platforms. Regular blogs, videos and social media updates help break down complex services into easy-to-understand insights. By staying active and providing valuable, clear information, financial service institutions can build trust, keep clients informed and stand out in a crowded market. – Michael Foguth, Foguth Financial Group
5. Communicate The Benefits Of Online Banking
Consumers are looking to make better financial decisions. They are no longer content with basic information such as “What’s my balance?” They are more goal-oriented, asking questions like, “How can I increase my savings and achieve my financial goals, like homeownership or retiring early?” Financial institutions must communicate the benefits of their online banking products and services and not simply that they exist. – Kevin Cohee, OneUnited Bank
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6. Offer Real-Time Demos
Offer real-time demos and open Q&A sessions to make learning feel more engaging and easy to access. To really stand out, identify what sets your product apart. Consider offering early adopters a special incentive. That will make them more inclined to pick your product over the competition. – Jake Claver, Digital Ascension Group
7. Leverage Data To Become A Genuine Partner
Online banking should evolve from recordkeeping to real partnership. Use data to flag trends, forecast cash flow and guide decisions. Imagine a bank that doesn’t just report the past, but helps shape the future. That’s how you serve entrepreneurs and stand out in a crowded market. – Patrick Lonergan, Vital Wealth
8. Embed Tutorials For Microservices
Embed interactive, AI-enabled tutorials that leverage microservices for real-time data analytics, personalized transaction insights and automated compliance checks. Offer unique risk-based budgeting tools and advanced multi-factor security to differentiate. Keep our unified globe thriving, one secure transaction at a time! – Terry Chen, Modulate
9. Provide Educational Resources That Mirror Real-Life Tasks
Leverage digital education that mirrors real-life financial tasks. By demonstrating relevance and ease of use, institutions build trust, drive adoption and differentiate themselves through client-centric engagement rather than relying on feature lists. – Sumeet Grover, UFCU
10. Prioritize Cybersecurity Education
Firms should educate clients on cybersecurity through live training and videos on security features, such as fraud alerts and two-factor authentication. Clear tips on safe password practices and scam awareness can also help. – Dessy Prasad, RIA Innovations
11. Lead With Clarity, Not Complexity
Financial institutions stand out by leading with clarity, not complexity. The most effective strategy is executive-led education, where leaders translate tech into value. At my firm, we elevate adoption by showing clients how digital tools drive outcomes, not just convenience. Vision, not features, is what builds lasting trust. – Aurele Gouy, Hackman Capital Partners
12. Use Gamified Financial Literacy Programs
One effective strategy for financial institutions to educate clients about online banking is through gamified financial literacy programs. This approach transforms complex concepts into engaging experiences, boosting retention and participation. – Tomas Milar, Eqvista Inc.
13. Encourage (And Incorporate) Feedback
Encourage active users to provide feedback on how they utilize online banking tools—like mobile deposits, account notifications or budgeting features—in their daily lives. These will provide authentic, peer-to-peer education that is more relatable than traditional demonstrations. By placing clients at the center of the narrative, you establish trust, humanize the brand and distinguish yourself. – Neil Anders, Trusted Rate, Inc.
14. Utilize Data-Driven Storytelling
One impactful strategy is to leverage personalized, data-driven storytelling. Use client behavior insights to create tailored content that demonstrates real-life value—like faster payments, smarter budgeting and safer transactions. Combine this with interactive demos and AI-driven support to turn education into experience, and experience into loyalty. – Swati Deepak Kumar (Nema), Citigroup
15. Create Personalized Omnichannel Campaigns
The overall strategy should involve a personalized omnichannel campaign. By using data analytics to segment audiences, institutions can tailor content through emails, social media, mobile apps, webinars and in-branch kiosks. To differentiate themselves, institutions should focus on trust, simplicity and user experience. Offering interactive tutorials, AI-driven chat support and financial wellness tips can help. – Pankaj Vasani, Cube Highways InvIT
16. Keep Clients Updated On New And Improved Offerings
Our strategy is to constantly update our clients through online marketing campaigns regarding current and new options. Also, by offering multilingual support, we build trust and clarity. Our clients have different preferences for depositing funds, and we are always updating our offerings through direct bank transactions, cards, payment service providers and crypto wallets. – David T. Nudelman, Scandinavian Capital Markets
The information provided here is not investment, tax, or financial advice. You should consult with a licensed professional for advice concerning your specific situation.
