Report

Brief: US And UK Banks Need To Show Customers That They're Valued

Banks Need To Emotionally Connect With Customers To Exceed Expectations And Drive Loyalty

July 19th, 2016
With contributors:

Summary

Forrester's CX Index data shows that while most US and UK banks do a fairly good job of meeting their customers' basic needs and expectations, only a few do a standout job at exceeding those expectations. In a time when branch closures and digital channels are distancing banks from their customers, differentiated banks find ways to emotionally connect with customers, make them feel valued, and deliver a superior customer experience (CX) that exceeds expectations. This report shows CX professionals what banks with leading CX are doing to value their customers.

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