Yes, COVID-19 has set forth a digital technology acceleration like no other. But is it moving so fast that customers who crave community and connection are getting left behind? The results are mixed. But banks that deliver on the promise of acclimating customers to new tools, and that facilitate connection, are making amazing progress. Corey Gross of Sensibill (left, in an encore visit) and Doug Brown of NCR share their observations of what’s come to the fore—and what’s moving the ball forward during The New Abnormal.