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For Customer Experience Professionals

The State Of CX Management In Retail Banking, 2016

Banks' Customer Experience Management Immaturity Leaves Money On The Table

November 18, 2016

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Why Read This Report

We surveyed execs at retail banks, and three-quarters of them told us that their bank aspires to be a leader in customer experience (CX) — but few are doing what it takes to get there. This report examines the findings from our survey of Efma member bank executives, reveals retail banks' lack of maturity at managing CX, and highlights best practices that CX professionals at banks can use to improve CX.

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Table of Contents

  • Banks Aspire To Great CX — Which Drives Growth
  • Retail Banks Fall Short In All Six CX Management Competencies
  • Recommendations

  • Use Forrester's CXM Maturity Assessment To Choose Your Battles
  • Supplemental Material
  • Related Research Documents

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