Trends Report

CX Industry Spotlight: Retail Banking

A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry

August 14th, 2015
GF
Gina Fleming
With contributors:
Reineke Reitsma , Xiaotong Duan , Rachel Birrell

Summary

Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue models for companies in each industry in the CX Index to better understand the relationship between CX and revenue potential. This report takes a deep dive into the revenue implications of customer experience for the US retail banking industry.

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