bottomline.com A “CLIENT EXPERIENCE” CORNERSTONE In mid-2019, Peapack-Gladstone Bank (PGB) embarked on a “Client Experience” journey to delight clients by delivering superior engagement and guidance at every interaction. This broad transformation includes a new web site, a new mobile option and branch experience improvements. Another key element was replacing a costly, inflexible six-year-old CRM implementation with a solution more suited to helping bankers and wealth advisors collaborate to manage and grow complex financial relationships spanning multiple business lines. “We needed a simpler, more intelligent approach to growing relationships and driving bank-wide performance from day one, while not losing the historical context captured in our prior CRM.” — Kevin Runyon, Chief

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