Banks may be losing their edge when it comes to CX, at least according to a new report from Sitel Group. “While the retail industry quickly implemented practical online solutions such as click and collect to meet changing customer needs, banking and financial services fell behind,” Sitel Group said in a financial services industry snapshot of the report. U.S. Bank, meanwhile, reported during its second-quarter earnings that 77% of its customers are using digital channels. Bank Innovation also sat down this week with Chris Tremont, executive vice president of virtual banking at Radius Bank, to discuss the bank’s technology roadmap. Find this and more in today’s edition of The Weekly Wrap, featuring JJ Hornblass and Rick Morgan, for the week ending July 24, 2020.