In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio explore how customer experience in branch banking continues to drive trust and loyalty. Drawing from Adrenaline’s latest report – Closing Customer Experience Gaps in Branch Banking – they reveal what’s working, what’s missing, and how human connection remains essential in financial services, especially in an era when so many of people’s other everyday interactions are digital. Armed with new research and insights from 50 real-world mystery shops at banks and credit unions of all sizes and geographies, they discuss strategic yet practical ways that financial institutions can leverage intentional design and a clear North Star vision to transform experiences for the future of branch banking. From trust and retention to design and digital integration, Gina and Juliet show how human connection fuels profitability, and what banks and credit unions can do now to turn experience gaps into growth opportunities.

This podcast is hosted by ZenCast.fm