Fixing Friction in the Branch Banking Experience

About this episode

Gina Bleedorn and Juliet D’Ambrosio discuss enhancing customer experience in branch banking through human connection and strategic design.

In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio explore how customer experience in branch banking continues to drive trust and loyalty. Drawing from Adrenaline’s latest report – Closing Customer Experience Gaps in Branch Banking – they reveal what’s working, what’s missing, and how human connection remains essential in financial services, especially in an era when so many of people’s other everyday interactions are digital. Armed with new research and insights from 50 real-world mystery shops at banks and credit unions of all sizes and geographies, they discuss strategic yet practical ways that financial institutions can leverage intentional design and a clear North Star vision to transform experiences for the future of branch banking. From trust and retention to design and digital integration, Gina and Juliet show how human connection fuels profitability, and what banks and credit unions can do now to turn experience gaps into growth opportunities. This podcast is hosted by ZenCast.fm

People in this episode

Hosts: Gina Bleedorn, Juliet D’Ambrosio

Topics covered

• branch banking
• customer experience
• trust
• loyalty
• human connection
• financial services
• design
• digital integration

Keywords

• customer experience gaps
• mystery shops
• financial institutions
• growth opportunities

Mentioned in this episode

Products: Adrenaline's report

Books & works: Believe in Banking, Closing Customer Experience Gaps in Branch Banking

Places: North Star

More episodes of Believe in Banking

• Winning Gen Z in a Relationship Economy · April 13, 2026 · 30 min
• Telling the Credit Union Story, With Tansley Stearns, Backbone Coalition & orsa credit union · March 18, 2026 · 32 min
• Inside a Purpose-Driven Rebrand With Bill Crane, Beginnings Credit Union · February 18, 2026 · 36 min
• Banking Forward: Themes and Trends That Define 2026 · January 21, 2026 · 25 min
• Conversations Shaping the Next Chapter of Banking · December 17, 2025 · 30 min
• Branch Building for the Future: Featuring Civic FCU’s Sherry Bear · November 19, 2025 · 32 min