Episode 86: The Bridge Between Brand and Experience

You’ve got brand. You’ve got customer and member experience. But are you focusing enough on the link between the two? 

We’re talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT’s Banking on Experience. 

Topics we covered include: 

• Biggest misconceptions about experience in the financial world
• The role that brand plays 
• Measuring experience: foundational steps for FIs 
• How your FI can manage branding experience more effectively
• Who owns experience in your org 
• Technology’s Role 
• And more 

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