In an era defined by rapid digital transformation across financial services, a recent podcast episode is making the case that community banks and credit unions must balance technological sophistication with authentic human connection if they want to build lasting customer relationships.

The latest episode of The Customer Wins, part of the Perspective Series podcast hosted by Richard Walker, features a conversation with Josh DeTar, executive vice president of evangelism at Tyfone. The discussion centers on how financial institutions can meet rising digital expectations without losing the trust and personal relationships that have long defined community banking.

DeTar, who leads strategy around omnichannel digital banking and payments solutions at Tyfone, emphasizes that many community institutions struggle not because they lack purpose or commitment, but because their digital experiences often lag behind consumer expectations shaped by large national banks and fintech firms. That disconnect, he argues, can undermine even the strongest mission-driven organizations.

Throughout the episode, DeTar highlights the importance of designing digital tools that clearly communicate value and reliability, much like an effective face-to-face conversation would. Digital transformation, he suggests, should feel intuitive and supportive rather than transactional or impersonal.

A central metaphor in the conversation is the idea of “breaking bread,” both literally and symbolically. DeTar discusses how sharing simple, human moments — such as offering fresh sourdough bread to partners and clients — can serve as a meaningful bridge during long sales cycles and complex technology implementations.

In an industry where decisions can take months and partnerships often span decades, these moments help establish trust early and reinforce long-term collaboration.

The episode also explores the role of transparency and humility in building durable relationships. DeTar stresses the importance of financial institutions positioning themselves alongside customers rather than across from them, particularly when challenges arise. Open communication and a willingness to acknowledge missteps, he notes, can strengthen trust rather than weaken it.

Rather than encouraging community institutions to replicate the digital strategies of large banks, the discussion focuses on using technology to amplify what smaller institutions already do well: personalized service, local understanding, and responsiveness. When paired with dependable, modern digital tools, those strengths can become powerful differentiators.

Ultimately, The Customer Wins episode underscores a key tension in modern banking. While digital transformation is no longer optional, trust is still built through shared experiences, empathy, and clear communication. The message is clear: technology may enable growth, but human connection sustains it.