Why is customer experience so important? One of the biggest reasons is that so much of banking is largely commoditized. CX is one of a shrinking number of ways that a financial institution can truly differentiate itself in a crowded marketplace.

This episode's guests are David Williams and Joan McGowan, both principals at SAS. They offer insights from their respective vantage points on how the COVID-19 pandemic has accelerated the trend toward digital, and how banks and credit unions can modernize their digital CX to gain a competitive advantage.