Carla Higgins on CNB Bank's "Bank Humanly" Philosophy

What does it take to balance digital transformation with community banking's human touch? Carla Higgins, SVP of Client and Employee Experience at CNB Bank, breaks it down.In this episode of Women of Community Banking, Carla shares how CNB Bank — a $6 billion institution across six divisions — is navigating one of the most critical questions in community banking today: how do you go digital without losing your soul?Carla covers:Why CNB Bank trademarked the phrase "Bank Humanly" — and what it actually means in practiceHow employee experience directly drives client experience (with real data from CNB's 15 ongoing CX studies)Her unconventional path from waitress → teller → commercial lender → SVPThe career advice that changed everything: stop watching what others are doingHow CNB preserves the identity of each division (Erie Bank, Bank on Buffalo) even as the bank growsWhat a $2 billion merger looks like from the inside — and what it means for clients and employeesWhy tariffs are the #1 concern for CNB's commercial clients heading into 2025About Carla Higgins:Carla Higgins is Senior Vice President of Client and Employee Experience at CNB Bank, based in Pennsylvania. She oversees digital banking, a multi-experience contact center team across five locations, 82 ITMs, 15 ongoing customer surveys, and the administration of CNB's corporate strategic plan. She is also leading the executive coordination of CNB's current legal merger.Frequently Asked QuestionsWhat is CNB Bank's approach to digital banking?CNB Bank is focused on delivering a digital-first experience without losing its community bank identity — a philosophy captured in its trademarked concept, "Bank Humanly."How does employee experience affect customer experience at a community bank?At CNB Bank, divisions with the highest employee satisfaction scores consistently show the highest client satisfaction scores — a direct, measurable connection Carla and her team track through ongoing studies.What challenges are community banks facing in 2025?Community banks like CNB are managing the dual pressures of digital transformation and economic uncertainty — particularly how tariffs are affecting commercial clients' business strategies.🎙️ Women of Community Banking — Recognized by Money 20/20 as a leading fintech podcast. Featuring C-suite leaders redefining community banking across America.📌 Subscribe for new episodes every week.