“I know we have issues. I just don’t know where to find them.” This is what an executive at a large bank recently told me. Bank executives know they have opportunities to improve the customer experience, better manage their risk, and create new revenue streams. Yet, they don’t always know where to begin.
Artists call this opportunity, white space.
In order to begin filling your white space, you need a framework that considers the internal and external forces that you are experiencing. One of your most undervalued forces is your customer feedback. […]