As the world becomes more digital, the importance of humanized engagement becomes more important as well. As opposed to simply wanting speed and simplicity, the digital consumer also wants to feel good about an interaction. Subscribe to The Financial Brand via email for FREE!Despite all of the talk about improving the customer experience, most financial institutions have focused on using digital technologies to improve their bottom line. With regard to the consumer, the focus has almost entirely been on improving speed and simplicity. Financial institutions must also consider the emotional impact of digital interactions.