Trends Report

The Italy Banking Customer Experience Index, 2020

How Italian Banks Earn Loyalty With The Quality Of Their Experience

February 3rd, 2021
With contributors:
Martin Gill , Michelle Yaiser , Clarissa Skinner , Corrado Loreto , Melissa Chaudet , Shayna Neuburg

Summary

How well do leading Italian banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands in Italy that were analyzed as part of the European Customer Experience Index (CX Index™) after the initial peak of the COVID-19 pandemic. 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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.