ABA Banking Journal
No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
SUBSCRIBE
ABA Banking Journal
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
No Result
View All Result
No Result
View All Result
Home ABA Banking Journal Podcast

Podcast: A Customer Advocate Inside the Bank

May 22, 2019
Reading Time: 1 min read
Podcast: A Customer Advocate Inside the Bank

Rodney Shepard at a meeting of the ABA Community Bankers Council.

“Customer experience is really the only durable or sustainable differentiator in our industry,” says Rodney Shepard, who was recently promoted to be Arvest Bank’s first-ever chief customer experience officer. On the latest episode of the ABA Banking Journal Podcast, Shepard discusses how he “champions the customer inside our organization,” focusing on the integrated digital, in-branch and call center experience — flagging potential pain points and learning from other industries that do customer experience well. Shepard also talks about the continued relevance of branches in Arvest’s strategy. “The more [an issue] goes up the complication scale, the more they want to visit with someone in person,” he says.

If you can’t see the audio player above, click here to listen to this week’s episode.

In this episode:

Rodney Shepard
Chief Customer Experience Officer
Arvest Bank
Monica C. Meinert
Deputy Editor
ABA Banking Journal
Shaun Kern
Senior Counsel
ABA

Tags: ABA Banking Journal PodcastBank branchesCustomer experienceMidsize banksRetail banking
ShareTweetPin

Related Posts

ABA, 52 state bankers associations urge Congress to close stablecoin interest loophole

ABA: More work needed to harmonize BSA/sanctions requirements for stablecoin issuers

Compliance and Risk
August 6, 2026

ABA supports requiring stablecoin issuers to comply with the Bank Secrecy Act and sanctions requirements, but proposed rulemaking to establish those standards needs further refinements, the association said in a letter to the FDIC.

OCC sees need for regulatory reform in bank merger process

Bank acquisitions announced in Tennessee, New York

Community Banking
August 5, 2026

Peoples Bancshares of TN has agreed to buy First Peoples Bancorp in Tennessee. Alma Bank has agreed to buy American Community Bancorp in New York.

Federal agencies warn of scams following hurricanes

The evolution of financial scams

Compliance and Risk
August 5, 2026

What a century of fraud can teach banks about the next generation of risk.

FDIC issues relief guidance for Mississippi, Tennessee banks affected by storms

FDIC issues relief guidance for Michigan banks affected by storms

Community Banking
August 4, 2026

The FDIC released guidance with steps intended to provide regulatory relief to financial institutions and facilitate recovery in areas of Michigan affected by severe storms and flooding.

Donations sought to help families, businesses hit by Washington wildfires

Donations sought to help families, businesses hit by Washington wildfires

Community Banking
August 4, 2026

As wildfires burn across eastern Washington, the Washington Bankers Association is urging bankers to consider contributing to the American Red Cross and other charitable organizations to help families and businesses affected by the disaster.

Q&A: Sports banking in a changing universe

Podcast: Banking the brave new world of college athletics

ABA Banking Journal Podcast
August 4, 2026

The ability to pay college athletes has led to dramatic upheaval in banking college sports. Revenue-sharing with athletes has required big increases in spending that colleges may not have been counting on, just to be competitive. Meanwhile, the...

NEWSBYTES

FHA seeks feedback on partial claim repayment demonstration

August 6, 2026

Senate Ag Committee reaches an impasse on Farm Bill

August 6, 2026

Mortgage rates mixed

August 6, 2026

SPONSORED CONTENT

Relationship Banking at Scale: Why Banks Need The Digital Sales & Service Platform

Relationship Banking at Scale: Why Banks Need The Digital Sales & Service Platform

August 1, 2026
Why Your Systems Keep Slowing Down — and What to Do About It

Examiners Are Now Looking at Your Non-Core Systems

June 11, 2026
Your Floorplan Audit and Your Credit Decision Are Weeks Apart. That Gap Has a Price.

Your Floorplan Audit and Your Credit Decision Are Weeks Apart. That Gap Has a Price.

June 1, 2026
A Modern Blueprint for Serving High-Net-Worth Families

A Modern Blueprint for Serving High-Net-Worth Families

May 28, 2026

PODCASTS

Podcast: Banking the brave new world of college athletics

August 4, 2026

Podcast: Tactics for meaningful strategic planning

July 28, 2026

Podcast: Why it might be time to revisit a key FDIC ratio

July 23, 2026

American Bankers Association
1333 New Hampshire Ave NW
Washington, DC 20036
1-800-BANKERS (800-226-5377)
www.aba.com
About ABA
Privacy Policy
Contact ABA

ABA Banking Journal
About ABA Banking Journal
Media Kit
Advertising
Subscribe

© 2026 American Bankers Association. All rights reserved.

No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive

© 2026 American Bankers Association. All rights reserved.