Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their customers and deliver great customer experiences (CX) are far less vulnerable to disruptors than commoditized ones. This report details where Chinese banks must focus their CX improvement efforts to drive customer loyalty. It also gives CX professionals a revenue-based business case that justifies strategic investments in improving their customer experience.