Build long-term value with a resilient CX program

Budget tightening has become a reality in the financial services industry, prompting organizations to prioritize digital solutions that deliver swift ROI and measurable CX outcomes.

Within this current economic climate, insights from Forrester paint a troubling picture for CX programs:

  • It’s predicted that in 2023, 20% of CX programs will disappear entirely.
  • Upwards of 80% of CX teams lack necessary experience and data skills. 

Despite these challenges, the need for meaningful and empathetic customer experiences continues. Fortunately, it is still possible for financial services companies to create trustworthy experiences that earn customer loyalty while remaining cost-conscious. The trick is to approach CX programs as part of a long-term foundational strategy. By embracing this perspective, financial services companies can achieve quick CX wins that can impress customers today and pave the way for long-term success, regardless of what the future holds.

For financial services companies evaluating their CX program, this guide explores aspects, such as:

  • Prioritization, including the importance of understanding what you’re prioritizing against
  • The reverse side of risk and the potential enduring implications of not taking action
  • How API-first solutions and an ethical data approach can provide a strong foundation for your CX strategy

The Authors

Gavin Estey,

VP, Technology AMER

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Maryam Khalili,

Senior Manager, Data and Analytics

Elizabeth Walford,

Consultant, Customer & Employee Experience, Digital Transformation

Walford Partners - LinkedIn

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