How can organizations compete for customers, time, attention and money in an increasingly digital world where time is limited, attention is scarce and the ability to genuinely engage with consumers has become more difficult than ever? One of the few brand differentiators available today is to build memorable and repeatable experiences. Unlike in the past, when many of these experiences could be built in a one-to-one tactile world, digital delivery changes the game. To better understand the challenges and opportunities of building a compelling customer experience, I am joined by fellow Clevelander Jim Gilmore. Jim is the coauthor, along with Joe Pine, of one of the best business books of the 20th century, "The Experience Economy". Jim shares examples of how executives from any industry can set themselves apart from the competition be creating personalized and transformative experiences. Episode Sponsor: Auriga Auriga is a leading supplier of software and technological solutions for the banking and payments industries, and a specialist provider of innovative omnichannel solutions to banks and other financial institutions. Auriga wants to help bank branches avoid closure by moving to a “Lean Bank Branch” model. The model reinvents branches as leaner operations, creating enhanced value for customers based on self-service for simple functions and video calling booths for one-to-one personalized advice - reducing their operating costs. As safety has been redefined by COVID worldwide, the lean bank branch requires no contact yet puts human connection and conversation back into banking. Find out more at www.aurigaspa.com/leanbankbranch/ LinkedIn - https://www.linkedin.com/showcase/auriga-uk-the-banking-e-volution/ Twitter - @aurigaSW

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