Trends Report

Hardwire Customer Experience To Financial Performance

CX Pros In Financial Services Must Connect Metrics To Money

August 30th, 2018
With contributors:
Frederic Giron , Dane Anderson , Maxie Schmidt-Subramanian , Harley Manning , Seles Sebastin , Bill Nagel

Summary

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 how to use hybrid proxy metrics such as return on equity (ROE) to elevate their CX practices to improve business results and executive buy-in. CX pros, CMOs, and CFOs must align to become outspoken advocates of CX to investors and shareholders.

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