📊 CX measurement is not empirical. 01:12
⚖️ The balance of ascertaining customer sentiment: benefits of higher CX level. 03:04
👍 FIs growing proficiency: good self-service beats great personal service every time. 04:46
🤝 Innovation attracts younger generations: CX will not improve without employee education.06:54
💡 Ideas worth exploring: a CX Focus Group, Tech Wolves, OmniChannel. 07:37
✅ Question of the overall impression before any specific question. 10:43
📈 CX concept is like holding a hand full of jello, but improvement dramatically increases viability in the coming years. 11:59

Links:
▶️ Previous episode: https://www.idg.podcastsmatter.com/episodes/29-it-s-conference-season-get-educated
📰 The article "Banks With Strong Digital CX Generate More Profits Than Peers": https://thefinancialbrand.com/news/digital-transformation-banking/financial-institution-digital-transformation-readiness-trends-120890/
📧 Email David: [email protected] 
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👨🏻‍💼 Consult with David: www.i7strategies.com
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