Because of liquid expectations, customers compare the ease and use of an experience against the best in all industries. This means that being the best in financial services is no longer enough. Customers are comparing our experience to Google, Amazon, Uber, Nordstrom — that’s where the bar is. How does that change how we benchmark ourselves? How does it change the way we evaluate what great looks like?

Customer Expectations Hit All-Time Highs
What To Do When Consumers’ Expectations Outpace Their Experiences
Consumers Expect Everything On Demand, But Banks Are Slow To Respond
Getting Ready Now for the Future of Customer Experience
Living Business: Design-led Cultural and Organizational Transformation