What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences?

This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emotional connections, empowering employees, and personalizing customer interactions—even when their resources pale in comparison to mega-corporations. The impact of this question stretches across industries: if you feel outmanned or outspent by competitors, Tara Brady’s strategies could just be the difference-maker. She reveals exactly how you can leverage your agility and authenticity to delight customers and transform employees into powerful brand advocates.

You should listen to Tara Brady, Chief Experience Officer at Provident Bank, because she has walked the walk—from big banks to credit unions to her current leadership role at a thriving regional institution. Tara brings practical, actionable insights on how to create customer and employee advocacy, how to turn real feedback into process improvements, and why empathy and emotional connectedness are your secret weapons. If you’re navigating the David versus Goliath landscape—whether in banking or beyond—Tara’s perspective will help you see your “smallness” as a superpower.

Here are three compelling questions Tara answers during the show:

• How can banks without massive technology budgets still compete with—and even exceed—the customer experiences offered by mega banks?

• What practical steps can organizations take to bridge employee and customer experience, ensuring both groups are genuinely heard and empowered?

• Why is building emotional connections more than just a “nice to have”—and how does it directly affect loyalty, advocacy, and your bottom line?

Meet Tara Brady

With over 19 years’ experience in Customer Experience (CX), Tara Brady
is a successful brand evangelist known for coaching and leading
organizations and teams to new heights in delivering exemplary,
impactful, and results-focused customer experiences that drive sales
and brand loyalty.

Tara believes that today’s consumer market means striving for
excellence in customer AND employee experience is mandatory – and
no longer optional or ‘nice to haves.’ As a leader, she operates from the
premise that happy, empowered employees are the face of the brand
for consumers. This is reflected in her holistic approach to CX that
integrates employee experience as a foundational element.

Her multiple CX redesigns and transformations stem from working
directly with customers and leading teams and users to deliver
excellence. Known to surprise teams by showing up and working on-site
to serve customers directly, test processes, and gather employee and
customer feedback, her hands-on approach is a differentiator. This real-
world laboratory shapes the innovations that transform customer and
employee experiences.

TARA’S CUSTOMER EXPERIENCE USER EXPERIENCE MANIFESTO:
Stellar experiences are built strategically – and require data/analytics,
employee input and feedback, thorough understanding of an
organization’s goals and vision, KPIs, and a project management
approach – including timelines, deliverables, benchmarks, and
assessments.

Outstanding CX/UX experience isn’t a matter of being
‘friendly’. Rather, it is ALL about having responsive technology, expertly
trained and engaged employees empowered with all they need to serve
customers, clearly defined value statements, executive support,
defined journey maps, and more! ‘Friendly’ may be a factor in CX
success, but it’s not a strategy. CX/UX is not something that’s ‘done’ and then revisited in a few years. Customers change. Products change.
Company goals change. Technology changes. And employees change.

This means ongoing assessing, re-evaluating, re-calibrating, re-
designing, and training to maintain excellence and the company’s
competitive advantage.

Connect with Tara Brady on LinkedIn

Show Notes & References

• Learn more about Provident Bank: provident.bank

• Referenced research: Forrester’s CX Index and Bruce Temkin’s work

• Find JourneyTrack for CX journey management: JourneyTrack.io

Listen and subscribe to the Delighted Customers podcast to unlock Tara’s proven strategies. You can find the show on Apple Podcasts and Spotify, as well as all your favorite podcast platforms. Don’t miss these invaluable insights that can elevate your approach no matter the size of your organization!