Digital Disruption In Financial Services, Retail Banking and Credit Unions

Every interaction a financial institution has with its customers, employees, partners and shareholders is an opportunity to create value. Each customer experience can be perceived as positive or negative, and these experiences form our individual beliefs and realities. Positive experiences lead to happy customers, conversion, revenue, advocacy and loyalty. Negative experiences create frustration,  bad reviews, loss of customers and consumers sharing negative experiences with friends/family which hurts brand value.