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For Customer Experience Professionals

Why Financial Services Firms Top Forrester's Customer Experience Index

April 14, 2016


Why Read This Report

Forrester's CX Index benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. While the data shows plenty of room for improvement — in the US, for example, 84% of brands got "OK" scores or worse from their customers — financial services firms consistently top the scoreboards. This report examines how financial services firms perform in the CX Index and highlights some best practices that customer experience (CX) pros in firms across industries can use to improve their own CX.

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Table of Contents

  • Financial Services Firms Top Forrester's CX Index Scorecards
  • Why Financial Services Firms Focus So Much On CX
  • The CX Best Practices That Financial Services Companies Pursue
  • Supplemental Material
  • Related Research Documents

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