So far, the bank has trained 1,800 employees and has 250-300 customer and employee experience projects in progress, all starting with Looking, Understanding and Making. Take a mortgage as an example. Before, the bank would have focused on the process — application, review, approval or denial. As a customer experience journey, a mortgage becomes much more: “If you focus just on the home loan, that limits our value proposition. If we said ‘Our customer wants to get a home and how can we help our customer get a home?’ then it also allows the bank to create new value propositions and collaborate with partners about the logistics, insurance, whatever it is. That’s where the new opportunities for banks are.” The improved customer experiences have created a more efficient way to work, resulting in cost savings for the bank.