Featuring:

Oliwia Berdak, VP, Research Director

Jana Gül, Researcher

Show Notes:

Forrester’s CX Index measures customers’ perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and emotion. VP, Research Director Oliwia Berdak and Researcher Jana Gül share their analysis of 2024 CX Index performance in Europe, diving into insights that explain the scores specific to banking within and across several countries. We discuss:

  • How is CX quality trending in European banks?
  • What is influencing CX quality and how does it translate into Index scores?
  • What countries stand out for great CX in banking?
  • How are online banks evoking positive emotions to build loyalty? What emotions matter?
  • What drivers matter most to increase loyalty in European banking?

To learn more, see Oliwia and Jana’s public blog post on the CX Index, which includes a roundup of relevant reports Forrester clients can access, here: European Banks See A Drop In CX Quality In 2024.