Turning Customer Experience Into Strategy

In this episode of This Month in Banking, presented by Wolf & Company, we're joined by Tara Brady, Senior Vice President & Chief Experience Officer at Provident Bank, to explore how customer experience is evolving into a core strategic driver of growth and differentiation. Tara shares how her role connects across the organization—from frontline delivery to executive decision‑making—and why customer experience today goes far beyond satisfaction scores. The conversation highlights how banks can take a more intentional, enterprise‑wide approach to experience by aligning people, processes, and technology. We also discuss what's changing in customer and employee expectations, where institutions tend to get stuck when trying to execute on experience initiatives, and what it takes to build a culture rooted in empathy and consistency. The group dives into the challenges of organizational alignment, particularly in periods of change such as mergers and integrations, and how leadership teams can keep the customer at the center during times of transformation. This episode offers practical insight for bank executives, customer experience leaders, and boards looking to better connect strategy with the customer journey—and turn experience into measurable business impact.   👤 Wolf Hosts Tara Wean: https://www.linkedin.com/in/tarawean/  Jeff Marsico: https://www.linkedin.com/in/jeffmarsico/ Ben Crowley: https://www.linkedin.com/in/bencrowley/ 🎙️ Guest Tara Brady – SVP & Chief Experience Officer, Provident Bank LinkedIn: https://www.linkedin.com/in/tara-a-brady/