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
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.