The state of CX management in retail banking 2016 18 November 2016
What’s the customer experience maturity level of the banking industry?
Forrester surveyed Efma members, and three-quarters of them said that their bank aspires to be a leader in customer experience (CX) — but few are doing what it takes to get there.
This report examines the findings from the survey of retail bank executives, reveals retail banks’ lack of maturity at managing CX, and highlights best practices that CX professionals at banks can use to improve CX.
It will be presented at the Efma Sales & Marketing Summit in Dublin on November 18, 2016.
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