City National Bank Overview
Founded in 1954 by a small group of local entrepreneurs and currently operating through 71 offices, City National Bank (CNB) provides customized private banking and wealth management solutions to its clients along their with families and businesses. Among other means, CNB generates referrals through Kiosk, a full-service marketing agency, which helps in referring business owners, entrepreneurs, and clients seeking business banking and wealth planning services to the bank through TV, print media, and digital executions.
While we were able to find most of the required information through the bank's website among other sources, information on its employees' perceptions of its digital experience was not readily available. We started our search by looking through employee review portals like Glassdoor, Indeed, kununu, and LinkedIn, among others to find information on employee perceptions of the company's digital experience, but these sources only mentioned general employee perceptions of the bank in relation to pay and benefits, culture, work-life balance, and management, without specificity to the digital experience.
We then looked for surveys/reviews of CNB's digital experience through third-party sources that generally provide surveys/ perceptions about companies like Forrester Digital Experience and Organization Survey, Qualtrics, VHTCX, and G2Crowd, among others, but did not find any surveys/reviews of CNB's digital experience or CNB as a whole that showed its employees' perceptions.
Lastly, we tried accessing the City National Digital Experience Community, but the platform is only accessible through a subscription which allows the subscriber to review early digital product concepts, evaluate existing digital services, and meet with the User Experience team. It did not showcase employee perceptions of CNB's digital experience.
After attempting to identify the employee perceptions of CNB's digital experience from the above strategies, we concluded that the information is not available precompiled. We then went on to triangulate the answer. We assumed that the general employee perception of e-banking or banks' digital experience in the industry would be similar to CNB's employees' perceptions of its digital experience.
AN OVERVIEW OF CITY NATIONAL BANK (CNB)
City National Bank was founded in 1954 by a small group of local entrepreneurs and currently operates through 71 offices, including 19 full-service regional centers.
TYPES OF CLIENTS SERVED:
City National Bank provides customized private banking and wealth management solutions to its clients along their with families and businesses. The bank provides complete financial solutions to entrepreneurs and professionals as well.
TYPE OF BANKING:
The bank provides personal and business banking services to its clients. City National Bank also provides the following products and services to its customers: commercial banking, private banking, preferred banking, small business banking, wealth management, services for professional firms, international banking, treasury management services, entertainment industry services, real estate services, and online services.
Its personal banking services include checking accounts, savings accounts, preferred banking, financial calculators, check cards, credit cards, gift card, rewards program, investment management, brokerage services, trust services, planning, financial calculators, lines of credit, loans, home equity lines, mortgage loans, direct connect with Quicken, international banking online, investment account view, mobile banking, money market transfer, online banking, online brokerage, portfolio review, lending solutions, investment planning, and trusts.
Its business banking services include check card, checking accounts, savings accounts, financial calculators, prepaid cards, business overdraft lines, commercial accounts payable, credit cards, equipment leasing, franchise financing, interest rate risk management, loans & lines of credit, real estate financing, working capital, accounting integration, electronic deposits, fraud prevention, payment solutions, currency management, export finance, foreign currency service, trade services, wires, industry expertise on entertainment, food & beverage, franchise, finance, healthcare, HOA & property management, legal services, ports & logistics, technology, title & escrow services, business online, CityTax, EASI Link, E-Deposit, international banking online, investment account view, mobile access, money market transfer, online brokerage, online loan transfers, online wholesale lockbox, portfolio review, Stuckynet-Link, Treasury Net, and Quickbooks Direct Connect.
- City National Bank brands and gains referrals from its latest campaign which brands the bank as “the bank built on client referrals.” Kiosk, a full-service marketing agency, helps in referring business owners, entrepreneurs, and clients seeking business banking and wealth planning services to City National Bank through TV, print media and digital executions. Kiosk is also building awareness for City National Bank with a smartly-targeted media mix to help gain more referrals/customers.
- City National Bank also gets references for new customers directly through family, friends, and business partners for a personal level of service and attention from the bank.
- Some customers are also referred to the bank by their CPAs.
- The relationship managers and senior relationship managers of the bank across the country are responsible for making calls and asking for referrals from existing customers.
PERCEPTIONS OF CNB'S DIGITAL EXPERIENCE BY EMPLOYEES:
While no specific employee perception of CNB’s digital experience was available, not even from the City National Digital Experience Community (“DXC”), the general employee perception of e-banking or banks' digital experience shows that 48% feel it increases branch productivity, 56% feel it increases employee productivity, and 60% see innovation in products and services as a result.
City National Bank's reviews on Glassdoor have been given a 3.7-star rating out of 5 for its great culture, growth opportunities, professionalism, and having "good people." As per a few employees, the bank needs to improvise with the new world and can do with better management.
On Indeed in the US, City National Bank got an overall 3.8-star rating out of 5 with a 4.1-star rating in work-life balance, 3.6 in pay and benefits, 2.9 in job security and advancement, 2.9 in management, and 3.1 in culture.
Twenty-four City National Bank employees reviewed the company on kununu with 54.17% rating it as excellent, and 20.83% as good. The overall score of the bank was a 3.65-star rating with a 78% recommendation rate.
PERCEPTIONS OF CNB'S DIGITAL EXPERIENCE BY CONSUMERS:
The bank's mobile app received a 1.9-star rating out of 5 stars after 82 ratings on iTunes by Apple users who observed that the mobile app kept crashing and was not working appropriately. The mobile app for Android users on Google Play received a 3.4-star rating after 96 ratings, with many customers satisfied with the services provided on the app.