For Wells Fargo, winning back customer trust requires becoming “more human.” What does that mean for a bank, and how is Wells Fargo doing it? Robin Beers, Head of Customer Experience Insights for Wells Fargo’s commercial banking business, joins the podcast to explain.

Listen to this episode to learn:

• Design thinking techniques used by Wells Fargo that spark imagination and creative problem-solving in employees’ minds

• How “integrated insights” can create an emotional connection to customers and introduce diverse perspectives

• Why getting the most out of customer data requires storytelling and synthesis