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

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.