Best Practice Report

How Australian Financial Services Firms Won Or Improved At CX In 2020

Long-Term Efforts To Establish Solid CX Foundations Are Paying Off

February 18th, 2021
With contributors:
Michael Barnes , Harley Manning , Seles Sebastin , Bill Nagel

Summary

The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw statistically significant improvements in their CX Index scores. This report explains what they did to attain this substantial achievement to help customer experience professionals find ideas for their own CX improvement efforts.

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