Coloring Outside the Lines

08/22/2025

"Little by little, the customer experience trends of 2000-2010 have flipped to give power back to customers. These customers are no longer only interested in low prices or upgraded products. They want to understand and be understood, with a specific desire to be supported by brands if they ever have a problem. Customer service has increasingly become a key factor in lead conversion and customer loyalty, and it will only continue on this path. Customers want to trust brands and know that they will be supported if they have an issue. So, what does this mean for customer service departments and contact centers? And how will these customer experience trends create challenges for contact centers in the next two years?"

The customer experience trends of 2000-2010 have flipped to give power back to customers. So, what does this mean? How will it impact customer experience?

08/21/2025

In today's video I walk you through the one year customer experience initiative I take organizations through. DM me for more details.

CX guru, Jeff Tobe walks you through the steps to starting your company CX Council to lead a customer experience initiative and get your employees more engag...

08/20/2025

How to Enhance CX in Banking

Financial institutions face their fair share of challenges when it comes to growing and retaining a happy, loyal customer base. People have any number of choices of where to bank, and if you are like me, you might feel that one bank is the same as another. Plus, financial institutions all comply with the same government regulations, which can make it seem like most banking services are all the same.

When it comes down to it, this is what will really set your bank apart from the next: the seamlessness with which customers can interact with your services and the quality of service offered — i.e., the end-to-end customer experience.

Competition in the industry is fierce. It’s estimated that tech companies will swallow up 40% of the $1.35 trillion in financial services revenue from banks. Tech giants like Google, Amazon and Apple already have a huge base of loyal customers and they’re transitioning their success to financial services. A survey from Bain shows that consumers from the US and UK trust PayPal and Amazon nearly as much as they trust banks.

These companies are highly skilled at providing a level of fast, easy service that’s hard for regular banks to match. Tech companies have been honing their customer experience skills for years, and now they can apply it to financial services. Banks are being held to those standards and it’s getting tougher and tougher to keep up. You’re not only competing with the myriad of other banks — now you’re competing with tech giants too.

That’s why focusing on CX and providing a superior banking experience is so crucial for financial institutions, big or small. CX is often one of the few ways you can differentiate yourself from competitors. Even if your product can’t quite compete with other companies, offering a seamless and supportive experience can keep customers happy and coming back.

Here are 8 quick ways to improve CX in banking:

1. Look at it from the customer’s point of view
This probably seems obvious, but it can’t be overstated. See the world through your customer’s eyes, and see the way your customer buys!
Consider setting up a customer advisory board. A CAB will give you consistent access to a set of voices that can provide the external insight you need.
Regularly employ customer surveys after various transactions to get a sense of how seamless (or not) each transaction or service is.
Map your customer journeys. Walking the path that your customers take is the only way to really understand their pain points.

2. Get the C-suite to commit
In order to find success with your CX initiatives, you’ll need full buy-in from the higher-ups. Improving customer experience at your financial institution will likely lead to big changes in your current system, products and processes. Without support from senior leaders, it will be hard to see true change in your organization.

3. Establish a dedicated CX team
Rather than having one simple plan to improve CX, you’ll need a variety of strategies that involve people from all departments of your bank. Pull together a team of frontline AND managerial stakeholders from across your business to help manage customer experience improvement.
Depending on the scale of your customer experience initiatives, it may even make sense for your bank to bring in a dedicated CX role to head up this team.

4. Offer unique services
While this is arguably one of the more difficult aspects of providing an exceptional customer experience, having a product or service that truly sets you apart from competitors can be invaluable.
Look to leaders in the industry for ideas on innovative digital services. Bank of America attracts customers with access to its free virtual financial assistant, Erica, that helps people with everything from checking credit scores to bill payment reminders. Spanish bank BBVA’s app offers Bconomy, which helps customers track their finances and work toward a savings goal.

5. Balance digital and human service
While it is true that consumers now expect effortless digital services from their bank, you can’t rule out the importance of having humans readily available for customer support. You’ll need to find the right balance of the two.

6. Scale your efforts
One of the hardest parts of customer experience is getting your entire organization — every location — to deliver on new CX efforts in a consistent, sustainable way. Being able to successfully scale your customer experience is key for the health of your bank.
With your dedicated CX team, you’ll want to create a plan of attack for business-wide adoption.

7. Keep your brand consistent
Brand consistency bolsters CX efforts by guaranteeing your customers are always interacting with a familiar company. When your brand always looks and sounds the same — e.g., your design, voice, tone and messaging is consistent — your customers know what to expect. They’ll be comfortable with your brand, and you’ll see brand loyalty from them in return.

8. Follow up
Customer experience is something you’ll have to continually revisit. What customers want and expect from a financial institution will evolve over time. And once you improve one thing, something else will pop up that could be better too — that’s just the nature of business. Plus, CX improvement often isn’t a straightforward, linear process. There’s going to be trial and error, and you’ll need to keep at it to find the right solutions for your bank.

Dedication to leveling-up your customer experience will pay off in happy customers who are more likely to stick with your bank and recommend your services to friends. For more tips on improving CX and creating personalized experiences for your customers, check out

Jeff as a keynote speaker, he has spoken in over 50 countries and trained organizations in customer service experience strategies.

08/19/2025

Do you understand when customer experience begins? When asked this recently during the Q&A at a large conference, I hesitated and replied, “it depends”. I think I heard a collective gasp. Let me explain.

Most of my clients think that it is just an ongoing process and there is no beginning and end. Oh, they might pay lip service to the “first time the customer/client contacts us” or “the first time someone purchases our service/product” but I question if there is a concrete sign that indicates that beginning of a customer experience. Due to many channels, there are so many ways that a potential customer comes into contact with a brand.

The customer experience can start with an ad or social media post. It might also be the first time a prospect visits a company’s website or store even if they don’t buy anything.

But, the exact moment a prospect sees their interaction as a customer experience varies. That’s because some prospects and eventual customers had some type of customer experience long before that first interaction.

It could have been vicariously through someone they trust who shared their own experiences. Even reading reviews about a company from other people on a review site is the start to a customer experience. But, it might be the end if the reviews are bad. Those secondary source customer experiences stay with someone as they move toward a direct company interaction.

The lesson here is that the customer experience starts as soon as a prospect or customer has a need and they start looking for ways to meet that need. For more tips on improving CX and creating personalized experiences for your customers, check out

Jeff as a keynote speaker, he has spoken in over 50 countries and trained organizations in customer service experience strategies.

08/18/2025

Service hiccups happen. Don't make them worse by not having a plan.
Watch today's video to discover what you need to do the you mess up.

Customer service experience speaker, trainer and author, Jeff Tobe talks about welcoming complaints and what to do when you DO mess up/screw up with a customer.

08/15/2025

Check out this event Feb 10-12, 2026 in Fort Lauderdale FL.

Enhance customer satisfaction and loyalty with our expert customer experience solutions. Discover seamless interactions, personalized services, and valuable insights. Elevate your business with our innovative Future of CX Expo strategies

08/14/2025

Throwback Thursday.

Customer experience guru, Jeff Tobe, stops on the road to Hana to ask you to add WOW, Delight and Surprise to YOUR customer experience roadmap. Re-consider y...

08/13/2025

How to Say You Have CX Experience.

In my travels, I often get asked by would-be-job-seekers, “How do I say I have CX experience?”. It seems pretty obvious, but since many would-be employers have no clue what you are talking about, it’s worth rehearsing your conversation if you want to set yourself apart from the pack!

You need to make a clear distinction between customer EXPERIENCE and customer SERVICE. Stress in your application AND in your interview that, while many candidates may have customer service experience, YOU have gone the extra mile and always consider the customer’s end-to-end experience. You understand that customer service is just one part of the entire customer journey, while customer experience encompasses all the interactions between your brand and a customer. Those interactions are what we call ‘touch points’ and they are defined as ‘any opportunity we have to INFLUENCE the customer experience’.

I am a huge proponent of understanding your YUK to get ahead in your career. Your Unique Knowledge (YUK) is the only thing we have to stand out from everyone else applying for the same position. Because only 17% of employers are involved in some type of customer experience initiative (even though 86% put CX high on their priority list this year), you might be surprised how impressed your interviewer will be.

You CAN take it a step further if you are willing to invest some time into getting certified as a CX professional. Anne, a call center professional, decided she wanted to take her career to the next level. She took our ACX (Academy of Customer Experience) certification and when she told her first interviewer that she was “ACX certified”, she not only got the job but they put her in charge of a brand new CX initiative throughout the entire organization.

So, if you are wondering how to say you have CX experience? Be prepared and offer your YUK!

08/12/2025

There are several reasons why businesses should consider "coloring outside the lines" or thinking outside the box. Here are a few:

1. Innovation: When businesses stick to the traditional way of doing things, they may miss out on opportunities to innovate and create new products, services, or business models. By thinking creatively and outside the lines, businesses can identify new and unique ways to solve problems and meet customer needs.

2. Competitive Advantage: Businesses that are willing to take risks and try new approaches may gain a competitive advantage over those that stick to traditional methods. By being innovative and adaptable, businesses can differentiate themselves in the market and attract customers who are looking for something new and exciting.

3. Adaptability: The business world is constantly changing, and companies that are flexible and adaptable are more likely to survive and thrive. By being open to new ideas and approaches, businesses can better respond to changes in the market, shifts in consumer preferences, and emerging technologies.

4. Employee Engagement: Encouraging employees to think creatively and outside the box can improve engagement and job satisfaction. When employees feel empowered to contribute their ideas and try new things, they are more likely to be invested in the success of the company and feel valued as team members.

Overall, businesses that are willing to color outside the lines can benefit from increased innovation, competitive advantage, adaptability, and employee engagement.

For more tips on improving CX and creating personalized experiences for your customers, check out check out

Jeff as a keynote speaker, he has spoken in over 50 countries and trained organizations in customer service experience strategies.

08/11/2025

There's a difference between customer service and customer service. It's not what you think. Watch today's video.

Customer service experience guru, Jeff Tobe explains the difference between customer service and customer service. It may not be what you think.The differenc...

08/08/2025

"In the time it takes you to read this sentence, hundreds of new online stores have opened. With endless options, how does a person decide where to spend their money? It’s not just about the product anymore, it’s about how a brand makes them feel.

Customer satisfaction and loyalty is more elusive than ever. Winning a new customer costs brands much more, with customer acquisition costs surging over 222% in the last decade, making retention the clear focus for retail and ecommerce. Customer experience in retail isn't just one of the important pillars anymore. It's the main way brands stand out.

Keeping customers happy has never been more important for a retailer than now. But here’s the challenge—if the experience is bad, nine out of ten shoppers will leave and not come back. Businesses lose billions of dollars each year because of poor customer service in retail. People want better service at a faster pace.

So, how do you create that standout experience without breaking the bank or losing the human touch? The solution isn’t more cost-cutting technology, it’s smarter cost-cutting technology. While AI in retail is a powerful tool, it has to be used carefully.

The retailers who succeed in 2025 will be the ones who find the perfect balance of using technology to make things easier, while relying on people to create special moments. Discover the nine key trends shaping customer experience in retail today and tomorrow."

Click below to read full guest blog.

Discover how AI in retail is revolutionizing customer experience. Get strategic insights to boost engagement, personalize journeys, and drive growth.

08/07/2025

When was the last time you leveraged your contacts; your customers/patients?

When we think of "Leverage", we usually think in terms of financing our businesses. When was the last time you leveraged your contacts; your customers/patien...