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For Customer Experience Professionals

Singapore Banking Customers Prefer Hybrid Experiences

Delight Customers With The Best Of Both Worlds: Digital And Physical

December 18, 2020

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Why Read This Report

Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both physical and digital channels in Singapore's banking industry. Customer experience (CX) professionals in banking should read this report to better understand current channel-specific customer preferences and the respective CX quality challenges that light the path to concrete improvement opportunities.

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Table of Contents

  • Banking Customers Want The Best Of Both Worlds: Digital And Physical
  • Hybrid Customer Experiences Outperform Digital- And Physical-Only
  • CX Quality Inconsistencies Across Channels Undermine The Hybrid CX
  • Recommendations

  • Sharpen Your Channel CX Quality In Tune With Customer Preferences
  • Supplemental Material
  • Related Research Documents

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