When banks undergo changes like a merger – or even a simple system upgrade – they may face big decisions, like how to combine assets, align operations and personnel, streamline workflows and product lines and adopt best practices. But it’s also crucial to maintain open lines of communication outside of the organization with your most precious asset, your customers – because it’s their experience that determines success. Maintaining The Bridge Who do I contact with questions about my account? Why did they have to change the name? Do I need a new debit card with the new name? What about...