The Digital Banking Report Research by The Financial Brand shows that Customer Experience is the number 2 priority (just after digital transformation) for financial institution around the globe. New entrants and changing customer expectations have fuelled this need for a greater focus on customer led design. COVID-19 has accelerated this trend by requiring companies to adapt to a fully digital world with no branches for customers to go to and the need to make customer support more efficient for staff working from home. In this new episode we’ll explore why the focus on CX is so important; if new innovative firms still have the edge on their incumbent counterparts and what future trends we need to watch out for. Participants Andrew Duncan – CEO of fintech SOAR Chris Speed – Professor of Design Informatics at the University of Edinburgh Lotta Lindstrand - Senior CRO Analyst at Merkle EMEA