Forum member Sandy Spring Bank introduced a customer experience (CX) approach in 2012, yet after several years its net promoter scores (NPS) remained flat. At the organization, CX was viewed as a standalone strategy rather than the foundation for developing client solutions. Sandy Spring Bank wanted to introduce a new way of problem solving with its leadership team, which emphasized innovation and used the CX process as the primary foundation for problem solving and making business decisions.

Sandy Spring Bank was able to leverage its learnings and experience with H-CD tools at ATD Forum Labs to create a leadership retreat focusing on innovation and the CX for solving the bank’s business challenges.

You can learn more about what they did and how they did it by downloading your copy of Human Centered Design Tools: Creating Next-Level Customer Experiences.