We’ve entered an era where a solid digital offering isn’t a bonus—it’s table stakes.  

While banks have made progress in digitizing client workflows and interfaces, many commercial clients are still hitting frustrating roadblocks when they try to go digital. 

From multiple approval rounds for a simple loan application to being asked to enter the same information across different platforms, the digital experience in commercial banking often falls short of expectations. And when those expectations are shaped by smooth experiences in retail banking—think mobile apps, digital wallets, and one-click account setup—clients are rightfully asking, Why can’t my commercial bank do this, too? 

The Digital Divide Is Real 

In a recent executive survey, 45% of respondents said their company either didn’t apply for a loan digitally in the past year or their bank didn’t offer the option. That’s nearly half of commercial clients missing out on what should be a basic service in 2025. 

But it’s not just about offering digital tools—it’s about delivering a frictionless experience. And the truth is, many banks still have a long way to go. 

Here’s how executives rated their satisfaction with common digital services in a Deloitte survey: 

• Issue resolution: Only 39% were satisfied 
• Loan origination: Just 28% were satisfied 
• Account opening and onboarding: Again, only 28% satisfaction 

Worse yet, many haven’t even experienced these services digitally because they weren’t available. 

Digital Means Trust in Today’s Market 

Let’s be clear: Clients expect digital ease, and when they don’t get it, their trust in the bank takes a hit. The digital interface is no longer a side feature—it’s a core part of the relationship. 

Clients want: 

• More self-service options 
• Fewer paper-based steps 
• Transparency in processes like loan servicing and approvals 
• Less need to go through a human just to complete basic tasks 

That doesn’t mean the role of the relationship manager is going away.  

Far from it.  

Clients still want someone they trust managing the relationship—but they also want the ability to take care of day-to-day tasks without jumping through hoops. 

Small and Midsize Banks Can Prosper 

But here’s the good news—small and midsize banks don’t need to reinvent the wheel to meet these expectations. 

Banks that have built their reputation on strong relationships don’t have to sacrifice that model to go digital. In fact, many are now embracing collaborations with fintech partners to close capability gaps while keeping the client connection front and center. 

Take BMO, for example. They partnered with Daylight to digitize their credit card application process for small business clients. The result? A process that used to take 7–9 days was cut down to just 1–2 days. That’s the power of combining technology with a client-first mindset. 

By working with tech providers that offer fast go-to-market execution, smaller banks can rapidly deploy digital solutions—without giving up ownership of the client relationship. It’s a win-win: a better experience for the client, and a stronger competitive position for the bank. 

Where Banks Should Focus Next 

The low-hanging fruit? Loan servicing. It’s a prime area for digitization that benefits everyone. When banks integrate loan origination and servicing into a single, streamlined digital workflow, they not only improve client satisfaction—they also reduce their own operational burden. 

Commercial banks need to look at every step of their digital journey and ask: 

• Is this intuitive? 
• Can this be done without paper? 
• Does this require unnecessary human interaction? 

If the answer to any of those questions is “no,” then it’s time to redesign the process. 

At The Anderson Search Group, we help banks find the forward-thinking talent they need to build and deliver better digital experiences—from innovation-focused relationship managers to digital banking strategists. 

Ready to find the talent that will transform your client experience? Let’s connect today!