The Grand Canyon is an extraordinary place, but it is one of those wonders you have to witness in person. You can see pictures and videos of it or selfies of your friends standing on the rim, but you don’t get a full appreciation for its incredible beauty until you see it for yourself.
For those of us who have been in the banking industry over the last several years, the omnichannel customer experience is like that. Our peers talk about it, and we see endless presentations on the beauty of it. Unfortunately, I had yet to experience it … until yesterday.