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:
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:
The Authors
Gavin Estey,
VP, Technology AMER
gavin.estey@appnovation.com
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Maryam Khalili,
Senior Manager, Data and Analytics
maryam.khalili@appnovation.com
Elizabeth Walford,
Consultant, Customer & Employee Experience, Digital Transformation