In this episode, James Robert Lay speaks with Shep Hyken about the importance of creating a positive customer experience in today's digital world, specifically for banks, credit unions, and fintech companies. They discuss how the concept of customer experience has evolved over the years and the impact of AI and digitalization on customer interactions. They also explore the balance between technology and human interaction in building customer relationships. 

Join us as we discuss:

-Generating increased digital leads through customer conversations (12:58)

-Shep's 6-step process for successful customer business relationships (19:36)

-The importance of employee experience in driving customer experience (21:39) 

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.