Using CX to stand out from the crowd

Why is customer experience so important? One of the biggest reasons is that so much of banking is largely commoditized. CX is one of a shrinking number of ways that a financial institution can truly differentiate itself in a crowded marketplace.

This episode’s guests are David Williams and Joan McGowan, both principals at SAS. They offer insights from their respective vantage points on how the COVID-19 pandemic has accelerated the trend toward digital, and how banks and credit unions can modernize their digital CX to gain a competitive advantage.

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Terry Badger is the managing editor at BAI.

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