Shaun discusses Capital One’s mission to integrate technology with human interaction to create welcoming, community-oriented spaces that offer more than traditional banking services.

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.

On today’s episode, we talk with Shaun Rowley, Head of Market Experience at Capital One. Capital One is a bank built on digital tools and human connections. Their approach to banking aims to be a personal one through their cafes.

Guest Bio:
Shaun Rowley leads the Market Experience team with Capital One’s Retail Bank, focusing on bringing reimagined banking to Capital One Customers in their Branches and Cafés. He recently celebrated 21 years with the company since starting as a part-time contact center associate, and has held multiple positions in front line teams, product, technology, marketing, strategy, and analysis. Shaun has a passion for bringing to life new omni-channel experiences that welcome everyone and provide customers with the tools and confidence to improve their personal relationship with money.

Guest Quote:

Many Americans still value the in person interaction and the human help that is necessary and so valuable. And really, there's no substitute, right, for being able to have that experience face to face.

Timestamps:

01:12 - What Capital One does

01:46 - Shaun’s role

03:39 - Reimagining physical space

09:47 - Defining a north star

14:43 - Today’s trends

17:40 - Using tech to your benefit

22:35 - Predicting trends

29:08 - Where to find Shaun

Sponsor:

ServiceChannel brings you peace of mind through peak facilities performance.

Rest easy knowing your locations are:

• Offering the best possible guest experience
• Living up to brand standards
• Operating with minimal downtime

ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.

Links:

• Connect with Shaun on LinkedIn
• Connect with Sid Shetty on Linkedin
• Check out the ServiceChannel Website

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