It seems as though every company is out to improve the customer experience. The concept has been around for some time, with varying degrees of success in industries like retail sales, telecommunications and e-commerce.However, if we turn our attention to financial services, we find that the customer experience is clearly broken. We see pockets of innovation from more progressive institutions, but it’s safe to say that, in general, banks are still searching for the elusive optimal customer experience to retain and deepen customer relationships.Did you know there are over 30 fees associated with the average checking account? Does your customer have a clear sense of what these fees are and why they’re charged?From a consumer banking perspective, our special guests break down the root causes of a poor customer experience and what banks need to do about it.