In this podcast, we speak with our colleague from SRM Europe, Pete Bainbridge. Pete is one of our Senior Consultants based in the UK. He brings 2+ decades of experience in customer and business insights for financial services clients, having previously provided similar services at Grant Thornton UK. Pete has been the lead advocate and consultant for the SRM global customer loyalty tracking and insights offering called CLIX, which first debuted in 2021. In this conversation, we talk to Pete about the current state of customer experience in retail banking, the differences in attitudes between US and European banking customers, and how the SRM offering can help build a robust database of customer insights and analysis. Additionally, Pete debunks a few myths about typical KPIs related to customer experience/satisfaction and how financial institutions can set better performance standards based on their unique goals. 

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