Trends Report

Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

Traditional Banks Need To Up Their CX Game To Stay Relevant In An Increasingly Competitive Market

March 20th, 2017
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Travis Wu , Michael Barnes , Harley Manning , Benjamin Ensor , Ryan Hart , Eryan Zhou , Ivory Chen , Bill Nagel

Summary

To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their customers and deliver great customer experiences (CX) are far less vulnerable to disruptors than commoditized ones. This report details where Chinese banks must focus their CX improvement efforts to drive customer loyalty. It also gives CX professionals a revenue-based business case that justifies strategic investments in improving their customer experience.

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