A Customer Advocate Inside the Bank - a podcast by American Bankers Association

“Customer experience is really the only durable or sustainable differentiator in our industry,” says Rodney Shepard who was recently promoted to be Arvest Bank’s first-ever chief customer experience officer. Shepard discusses how he “champions the customer inside our organization,” focusing on the integrated digital, in-branch and call center experience—flagging potential pain points and learning from other industries that do customer experience well.

Further episodes of ABA Banking Journal Podcast

Further podcasts by American Bankers Association

Website of American Bankers Association