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Wells Fargo’s CMO on Lifetime Customers, Mountains of Data, and Coming Back From a Scandal
By: Contently
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Near the top of the homepage on Wells Fargo’s website, there’s a box that reads: “Working hard to earn your trust.” That trust has been put to the test over the last year, after news broke that thousands of employees had opened millions of unauthorized account, forcing customers to pay illegitimate fees.

Since then, Wells Fargo has been on the rebound, focusing on using technology to shape its customer service. That means investing in everything from artificial intelligence to video to virtual reality. At the core of all this investment is storytelling. As CMO Jamie Moldafsky said last month at Collision 2017, “We have to rebuild trust with our customers. We think we have a good story because a lot of our changes have been about making a better employee experience.”


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About the Author
This article was first published by Contently.com. A link to the original can be found at the bottom of the post. www.contently.com
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