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Inside Job: Making CX Work

Latest Episode

How to Define and Measure CX Transformation in Financial Services

The financial industry has seen massive changes and innovations over the past few years. While moves to digital-first experiences have clear transitions for sectors such as retail, they look very different for financial services organizations. In this episode, Merkle’s Jonathan Gagliano and Regions Bank CMO Abbas Merchant define the largest customer experience challenges and opportunities in the financial services industry and how to measure the impacts of this transformation.

Other topics discussed:

  • How financial services organizations can provide customers value in exchange for data
  • How Regions Bank personalizes experiences
  • The new consumer of financial services and how to think about them

Resources:

2022 Imperatives

Inside Job: Making CX Work

This podcast hosted by Jose Cebrian discusses CX transformation with the people who make it happen. Jose will interview guests across dentsu, brands, and partners to give listeners tips and examples of how transformation becomes a reality, from tech, to CRM, experience, and everywhere in between.

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