As banks around the world, but particularly in North America, struggles to overcome the broken trust with consumers as a result of the 2008 financial crisis, increasingly they are finding that enhanced customer engagement is the lever they must actuate. The complication for the financial services sector however, is that while they are trying to engage more with their customers, those customers are becoming harder to engage as they move to online and mobile banking channels wherever possible. Though these channels offer convenience for the customer, and the potential of cost savings for the bank, they limit interaction. Fortunately for CIOs this makes their role ever more important because interactions, and therefore the opportunity to engage, is occurring ever more through digital channels. As a result, CIOs need to become go-to executives within their organization to facilitate these positive experiences.