Trends Report

Customer Trust In Banking Requires Renewed Commitment To CX

Get Started On Your Customer Trust Strategy

June 24th, 2022
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Alyson Clarke , Maxie Schmidt , Janis Teo , Bill Nagel

Summary

Banks simply can’t operate without the trust of customers. When customer trust is strong, banks reap financial, competitive, and reputational benefits enabling them to expand and extend customer relationships. Banking leaders understand that the stakes are high, but their attempts to build customer trust are mostly intuitive and ad hoc. Without a formal strategic approach to building customer trust anchored in research, measurement, standards, and prioritized initiatives, banks will continue to have a serious gap in their overall customer strategy.

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