DECEMBER - JANUARY8MY OPINIONIN MY OPINIONINJimmy SteadInnovation has become a buzzword. Yet leaders across industries are still known to wax poetic about the power of innovation to move businesses forward when what they're referring to is a new technology, approach, process, or complete business transformation. Innovation isn't one single thing: it's a long-term investment, and to be successful, it must be underpinned by a strong culture.Meaningful innovation ­ backed by new technologies, experiences, and ways of working ­ is essential to the way we do business at Frost Bank, and it's what has allowed us to deliver to Texans the personalized and empathy-driven service that's traditionally associated with a hometown community bank, while also providing them with offerings and resources that compete with the best of the national banks. But don't just take my word for it ­ third-party recognition backs up our approach: Frost has received the highest customer satisfaction ranking in Texas in the J.D. Power U.S. Retail Banking Satisfaction Study for 13 years in a row, and it has received the highest number of Greenwich Excellence and Best Brand Awards nationwide for six years in a row. We're incredibly proud of these accomplishments and are even more proud of the feedback our bankers receive from customers who share on a regular basis that they feel seen and supported. Still, we know that while our approach has proven successful, complacency isn't in Frost's DNA. We're always asking what more we can do to support our customers ­ and our continued investments in human-centered innovation reflect what makes Frost different from our peers. This includes investments in the personnel driving our unified mission, in the experiences that support our customers' needs, and in our customers themselves to make their lives better.Personnel: Relying on the Right Talent We're continuing to invest in our people across all levels of the organization ­ and specifically in the leaders who are sculpting the vision for the future of Frost. Two leaders in particular, both relatively new in their tenure, are working together and with teams throughout our organization to combine technology with our values. Linda Albornoz, who joined Frost as the bank's chief information officer in November 2020, and Blair McGrain, who came to Frost as a chief marketing officer HOW TO MAKE INNOVATION MEANINGFUL AGAINBy Jimmy Stead, Chief Consumer Banking and Technology Officer, Frost
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