Trust Bank opens innovation and technology hub in Uptown HQ

Trust unveiled its new center for innovation and technology at the bank's uptown headquarters on Tuesday.  The bank features a common area called

Trust unveiled its new center for innovation and technology at the bank’s uptown headquarters on Tuesday. The bank features a common area called the “park,” complete with greenery and lawn.

Courtesy of Troist

Truist Bank is looking to fuse technology and finance with its new 100,000-square-foot Center for Banking Innovation and Technology that debuted Tuesday at its headquarters in uptown Charlotte.

Troist said in a press release on Tuesday that the football stadium-sized facility will serve as a research laboratory and collaboration center for engineers, designers and clients to “build a better banking experience.”

It includes client meeting rooms, indoor “tree houses” and virtual reality labs to help bankers design and prototype digital products.

Scott Case, CIO, said the center will help “push Trust into the future” of digital banking.

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The Center for Innovation and Technology officially opened on June 21, Troist said, and will be a research laboratory and collaboration center for engineers, designers and bank clients. Courtesy of Troist

Features include:

Manufacturing space for product design and testing

Treehouses, which are creative spaces overlooking the main floor of the center that can be used to meet or display prototypes

18-person call center for engineers and designers to get feedback from customers

A common area called “The Park” is complete with greenery, swings and natural light

A lab where the focus is on using virtual and augmented reality technology to “create the future of banking.”

Programs for innovators

Truist had been planning the center for over a year and originally planned to open in late 2021.

In addition to the new center, Trust is also launching the “Innovators in Residence” programme. In its release, the bank said the program will bring leaders from technology companies and startups to “explore new and emerging technologies” that can help solve industry challenges.

Verizon, Amazon Web Services, and Unqork, the cloud computing company, are founding partners of this program.

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It will “push (the bank) into the future” of digital banking, said the new chief information officer at Trust’s uptown headquarters. A recent consumer survey on online and mobile banking shows that the bank lags behind its peers. Courtesy of Troist

Trust ranks low in digital banking

Trust Bank has a catch up with its competitors when it comes to digital banking.

JD Power Consumer Research Ranked last bank among its peers this month for customer satisfaction via its mobile app and its comprehensive online experience, the Winston Salem Journal reported.

Other banks with a presence in Charlotte, such as Wells Fargo and Bank of America, are ranked among the best in the industry in terms of mobile apps and online banking, respectively.

However, most of Truist’s customers still interact with the bank online, Truist said — 87% of customer interactions at the bank are digital, according to its website.

Improving digital choices for customers has been a major focus of Truist since SunTrust and BB&T merged to form the bank in 2019. The bank launched a new mobile banking app and website late last year As part of the integration.

Trust employs more than 50,000 workers. The bank has approximately 2,800 employees in the greater Charlotte area.

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Hannah Lang covers banking and economics for the Charlotte Observer. She studied business journalism at the University of North Carolina at Chapel Hill and grew up in the same city where she graduated.

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