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For Customer Experience Professionals

The US Investment Firm Customer Experience Index, 2019

How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience

September 27, 2019


Why Read This Report

How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • Edward Jones Leads Multichannel And USAA Tops Direct Brokerages
  • The Three E's Of CX Quality Differ By Channel
  • The Keys To CX Leadership For Brokerages And Investment Firms
  • Recommendations

  • Chart Your Course To CX Transformation
  • What It Means

  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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