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May 31, 2017 by Shirley W. Inscoe

Just a few brief years ago, financial institutions (FIs) weren’t really focused on the customer experience. With the exceptions of making sure ATM downtime was minimized, branches were staffed appropriately, contact center calls were answered within acceptable time frames, and the online banking system worked properly, bankers were just doing business as usual. The world has changed dramatically, and many FIs with a focus on the customer experience have created a new department whose primary goal is to ensure every aspect of a new product or process is evaluated in the context of its potential impact on customers.