Wells Fargo’s aim is to eliminate 'pain points' from the customer experience and produce 'delighters', a pursuit that has become increasingly sophisticated with technological change.
Consumers are often exposed to experiences that are painless and, at times, delightful: the simplicity of a Google search, the brevity of Twitter, or the look and feel of Apple products. Many banks aspire to such experiences, but Wells Fargo has the advantage of being on the doorstep of some of the world’s most innovative companies.
