Escaping the Commoditization Trap
As financial products continue to commoditize, customer experience has emerged as a key differentiator for firms. Many institutions, though, take too narrow a view of what that customer experience means.
Dan Latimore, Chief Research Officer at Celent, discusses how thinking more broadly about all the levers available lets banks create win-wins for their customers.
In this session, Dan Shares:
- What you can do to stand out and attract customers.
- Why banks want to be more involved in the customer journey.
- The importance of addressing the needs of Gig Workers as a community with distinct needs.
- And more.