Financial services firms face a choice: Continue to measure and report, or evolve their Customer Experience (CX) programs to more effectively drive business outcomes.
If your CX program is primarily designed to only report NPS or a similar metric, you are missing out on the real value of a best in class CX program. Our CX solutions are designed to make your program more effective by linking it to business – and cultural – objectives. We regularly partner with EFM software providers and data collection vendors who don’t always have the business and consulting expertise to take your CX program to the next level. We offer cost effective, easy to implement CX advisory services focusing on five key areas:
Securing and sustaining organizational buy-in
Making sure results are actionable - and action is taken
Customer journey mapping
Implementing CX best practices across all industries
Quantifying and improving the ROI of your CX program
Good customer experience is easy to recognize but can be difficult to deliver. For that reason, Greenwich Associates is launching Greenwich CX Leaders—an award recognizing leadership in the increasingly important field of customer experience.
Despite senior-level commitment to improving the customer experience and big investments, 86% of bank customer experience professionals say their banks do not get much value from their customer experience programs.
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.