Cooper Ambjorn-Olsen

Looking at the BB&T-SunTrust Merger Announcement – Customer Experience at the Center of a...

There is an old adage that says if you don’t like the weather, just wait - because it will change. I feel as if despite it being a very old, and at times very traditional industry, the same could be said of banking. Don’t...

Ease and Effectiveness in Banking: What Matters Most to Customers?

There are Three E’s that you might read about in business literature related to Customer Experience: Effectiveness, Easiness, and Emotion. The best brands in any industry do all three E’s exceptionally, but for Banks, I want to think about the intersection of two of...

From What, to Why and How – Banking on Customer Experience

About 10 years ago, when I took my first banking role with “CX” in the job title, I was constantly answering the question, “what is a CX?” Although my manager was a newly hired SVP reporting directly to the CEO, no one knew what...

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