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For Customer Experience Professionals

Hardwire Customer Experience To Financial Performance

CX Pros In Financial Services Must Connect Metrics To Money

August 30, 2018

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Why Read This Report

Senior business leaders in the financial services industry measure success with metrics like return on equity, net income, and risk-adjusted allowances but don't know how customer experience (CX) affects these metrics. To gain business credibility and impact, CX pros must connect CX outcomes to core business metrics. This report leverages the experiences of a select group of CFOs and CMOs at the vanguard of this connection to show CX leaders what information and tools to use to elevate their CX practices to improve business results and executive buy-in.

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Table of Contents

  • Customer Experiences Must Become Part Of The Money Story
  • CX Pros Must Show How CX Affects The Three Levers Of ROE
  • Define Proxy Metrics That Link CX To ROE
  • Recommendations

  • Begin Hardwiring CX To Financial Performance Today
  • Supplemental Material
  • Related Research Documents

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