Executive Summary (This is a document excerpt)

Denmark's Jyske Bank radically changed the experience that it delivers to customers. As part of its Jyske Difference program, the bank refitted all its branches with a new open layout, developed new "life stage" products, and made extensive use of touchscreen video to educate customers about their financial needs. Jyske Bank's best practices include providing personal advisors to all customers, making branches an enjoyable destination, and tapping into its existing culture.

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