James McQuiveyFeaturing:

James McQuivey, Vice President, Principal Analyst

Show Notes:

Today’s banks are digitally capable — many have mobile apps, online banking, chatbots, and other digital touchpoints. The challenge for these businesses is a lack of differentiation from the market. USAA is the exception. 

In Forrester’s “2017 US Mobile Banking Benchmark” report, USAA outscored all other companies with a wide range of valuable features and offerings for its members. In this podcast episode, James McQuivey interviews USAA’s Christy Rogers and Shauna Brown to learn how they enable superior customer experiences — from the mobile front end to the operational back end. 

James also speaks with Forrester Principal Analyst Peter Wannemacher, who authored the benchmark, and Sarah, a USAA member, about her experience as a customer and how USAA differentiates itself in the lives of her and her husband.