Banks face a choice: Continue to measure and report, or evolve their Customer Experience (CX) programs to more effectively drive business outcomes.
If you don’t have a CX program in place or you want to optimize the one you have, our full-service solution delivers flexible and cost effective advisory and support that’s easy to implement and focuses on four key areas:
Securing and sustaining organizational buy-in
Making sure results are actionable
Quantifying the ROI of your program
Keeping you focused on best practices
Our approach to best-in-class service is underscored by a combination of three, overlapping and interdependent factors that no one else offers:
(1) expert CX optimization consulting, (2) unique data based on more than 40 years of financial industry research leadership and (3) an advanced technology that ensures closed-loop accountability
While the EFM software looked compelling in sales presentations, too often these products have failed to live up to the promise—even after companies spent a year or more to install the software and up to three years to fully implement the system.
In this paper, we will show how commercial banks can employ CEM principles and techniques to energize internal referral processes to boost new customer acquisition and expand share of wallet with existing clients.
Even organizations that spend significant resources on customer experience management (CEM) programs often focus their efforts exclusively on front-line staff and procedures while excluding back-office and other non-customer-facing functions.