Best Practice Report

Don’t Sabotage Your CX Efforts With Poor Communication

Communication Best Practices From Australian Financial Services Firms

September 28th, 2020
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Michael Barnes , Sukriti Dangi , Seles Sebastin , Bill Nagel

Summary

How effectively brands engage and communicate with customers in trying times can make or break the relationship. Timely, transparent communication is a key driver of customer satisfaction. So how do Australian financial services firms measure up? This report analyzes consumer sentiment regarding the importance of communication and highlights best practices. Customer experience (CX) and digital strategy leaders can use this insight to design and deliver the robust, consistent, and empathetic customer outreach that’s critical in these turbulent times.

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