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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