by Jim Marous, The Financial Brand (Excerpt)

Brian Solis wrote a guest article on customer experience for the “Improving Customer Experience in Banking” report which shares the results of a global survey done to determine the CX maturity of banks and credit unions. The findings show that most organizations are not prepared for the future of increased consumer expectations.

“All banks must prioritize UX, design thinking and experience architecture to compete for the future right now. This is a trend that’s only going to advance.”

– Brian Solis, Principal Analyst for the Altimeter Group and author of the bestselling book: The Experience When Business Meets Design