Episode 86: The Bridge Between Brand and Experience
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This is a podcast episode titled, Episode 86: The Bridge Between Brand and Experience. The summary for this episode is: <p>You’ve got brand. You’ve got customer and member experience. But are you focusing enough on the link between the two? </p><p><br></p><p>We’re talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT’s Banking on Experience. </p><p><br></p><p>Topics we covered include: </p><ul><li>Biggest misconceptions about experience in the financial world</li><li>The role that brand plays </li><li>Measuring experience: foundational steps for FIs </li><li>How your FI can manage branding experience more effectively</li><li>Who owns experience in your org </li><li>Technology’s Role </li><li>And more </li></ul><p><br></p><p><em>Stay in touch with Banking on Experience by listening on </em><a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank"><em>Apple Podcasts</em></a><em>, </em><a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank"><em>Spotify</em></a><em>, or our </em><a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank"><em>website</em></a><em>.</em></p><p><br></p><p><em>Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.</em></p><p><br></p>
DESCRIPTION
You’ve got brand. You’ve got customer and member experience. But are you focusing enough on the link between the two?
We’re talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT’s Banking on Experience.
Topics we covered include:
- Biggest misconceptions about experience in the financial world
- The role that brand plays
- Measuring experience: foundational steps for FIs
- How your FI can manage branding experience more effectively
- Who owns experience in your org
- Technology’s Role
- And more
Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.
Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.
Today's Host

Joshua Barclay
|Growth Marketing Manager, CRMNEXT

Jonathan Taylor
|CEO, CU Sol
Today's Guests

Chris Wallace
|Co-Founder and President of InnerView Group
I am the President and co-founder of InnerView, an organization that poses the question; as a brand or marketing leader, how confident are you that all the people who represent your brand are telling your company’s story consistently?
With more than 20 years of experience in brand marketing and customer experience, I have become a regular contributor to Forbes, Harvard Business Review, and Chief Marketer. My passion for helping companies view their employees as a critical extension of the marketing strategy led to being frequently tapped as a speaker on topics like sales-marketing alignment, internal marketing and brand dilution.
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