{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"A Customer Advocate Inside the Bank","description":"\u201cCustomer experience is really the only durable or sustainable differentiator in our industry,\u201d says Rodney Shepard, who was recently promoted to be Arvest Bank\u2019s first-ever chief customer experience officer. On the latest episode of the ABA Banking Journal Podcast, Shepard discusses how he \u201cchampions the customer inside our organization,\u201d focusing on the integrated digital, in-branch and call center experience \u2014 flagging potential pain points and learning from other industries that do customer experience well. Shepard also talks about the continued relevance of branches in Arvest\u2019s strategy. \u201cThe more [an issue] goes up the complication scale, the more they want to visit with someone in person,\u201d he says. ","author_name":"ABA Banking Journal Podcast","author_url":"https:\/\/bankingjournal.aba.com\/tag\/podcast\/","html":"