Trends Report

The State Of CX Management In Retail Banking, 2016

Banks' Customer Experience Management Immaturity Leaves Money On The Table

November 18th, 2016
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Alex Causey, null
Alex Causey
With contributors:
David Truog , Benjamin Ensor , Gabriella Zoia , Rachel Birrell

Summary

We surveyed execs at retail banks, and three-quarters of them told us that their bank aspires to be a leader in customer experience (CX) — but few are doing what it takes to get there. This report examines the findings from our survey of Efma member bank executives, reveals retail banks' lack of maturity at managing CX, and highlights best practices that CX professionals at banks can use to improve CX.

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