In this conversation, guest speaker Alyson Clarke from Forrester discusses key takeaways from her research on customer experience and personalization in the financial services industry. Jason and Alyson detail just what it takes to build a customer-centric organization that delivers business impact, touching on topics such as measurement, differentiation, and how to communicate effectively on the journey to a new normal.

Alyson Clarke is a Principal Analyst with Forrester serving the financial services industry helping leaders understand and prepare for the future. She works closely with retail banking and other financial services executives to develop and execute on strategy, deliver superior customer experiences, and digitally accelerate their business.