Summary: Guest: Jacqueline M. Vose Title: Principal, Customer Experience, Greenwich Associates Guest: Ron Balmer Title: Principal, Client Experience, Greenwich Associates With increasing customer demands and an entirely different market landscape brought about by numerous touch points and ways to interact, banks can no longer expect to earn customer loyalty simply by providing new perks and services. Banks need to be seen as human, relatable, reliable and trusting. But doing so is a big task, and it involves meeting consumers on multiple levels, adopting new mobile solutions and innovating the industry on the whole. So how do we start?
