#77 How M&A Impacts Digital Customer Experience

What happens to the customer experience when banks merge? In this episode, we dive into a crucial—but often overlooked—aspect of banking mergers and acquisitions (M&A): the digital customer experience. While M&As typically aim for cost savings, market growth, and tech integration, many banks overlook the human side of transformation—leading to frustrated users, fragmented experiences, and lost trust. We unpack the four common M&A scenarios in banking—new brand creation, dual-bran...