October 20, 2005

Financial Services Forum Europe: Customer Advocacy Self-Test

by Cliff Condon

with Martha Bennett, Elena Giovannini, Ashara Giordanelli

Executive Summary (This is a document excerpt)

With more than 200 clients in attendance, Forrester held its eighth annual Financial Services Forum Europe in London on October 13 and 14. On-site research conducted with attendees revealed that generating profits, not serving customers, defines their work activities. And less than half think that their employers take the customer's side when things go wrong. Unfortunately, customers overwhelmingly agree.

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