Trends 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
Ryan Hart, null
Ryan Hart
With contributors:
Oliwia Berdak , Frederic Giron , Diane Deng , Harley Manning , Benjamin Ensor , Michael Barnes , Bill Nagel


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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