Customer Experience: Now it’s getting personal

What customers want from their bank is evolving. While customers used to be satisfied with a reliable, easy-to-use app, they now want more of a relationship. They want to be treated like the regular at the corner café, where the staff knows them and how they take their coffee. In this month’s BAI Executive Report, we examine how financial services organizations are redefining their approaches to customer experience based on these changing wants and needs.