The undercurrents of social media began to create a slow shift in the last decade, a shift that is now being felt like a tremor across all industries, including the financial sector. Clayton M. Christensen of Harvard Business brought clarity to this: When a company identifies how to integrate the processes needed to give the consumer a sense of job completion, it can blow away the competition. A product is easy to copy, but experiences are very hard to replicate . It’s a call for companies to align internally and truly embrace their customer, while making the customer experience relevant. Yet, for