Inside Cambridge Savings Bank’s 3-year digital roadmap

Cambridge Savings Bank is executing a three-year digital roadmap with automation, client experience and modern platforms at the forefront of the effort.  

“Our mandate is digitize everything right now as much as we can,” Chief Operating Officer Kevin McGuire told Bank Automation News. 

As the Cambridge, Mass.-based bank kicks off the plan, the mandate is “in line with business outcome, customer experience outcome and the tech behind it,” McGuire said. 

In the short term, McGuire said the $7 billion bank is prioritizing the following initiatives: 

• Working with cloud-based, AI-driven solution Talkdesk to implement a new contact center. 

• Looking to choose a new, API-driven core provider. The bank’s current core provider is Fiserv DNA, according to data and analytics provider FINavigator. 
• Planning to invest more into engineering and data teams to bring more innovation in-house. 

Ongoing digital efforts

While the bank is already embarking on its newest digital plans, it already had implemented some technology to kick off its modernization. 

• Leadership. The bank named McGuire as its new chief operating officer and Chris Johnson as chief information officer in July, according to a Cambridge release. Ryan Bailey, “a strong digital banker,” said McGuire, was named chief executive in March. 

• Fintech. The bank in recent years has moved to Salesforce to modernize its CRM platform and selected Mulesoft for API management, integration and marketing. 

• Automation. A little less than a year ago, the bank began spending more on automation, investing in UiPath for robotic process automation. 

With the digital strategy in place, “it’s a heavy focus on automation,” McGuire said. 

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