Workforce optimisation tech provider Verint has undertaken a fascinating initiative to document and improve the way it engages its customers across all of the industries it serves, including financial services. This initiative, which they call the Customer Experience Journey, although created with the humble goal of improving client relationships, has far-reaching implications for the highly-regulated financial services industry, where vendor partners have become more and more strategically important to the institution, and where IT providers have come under increased scrutiny in the context of 3rd party risk.