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.

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