Summary
Customer experience (CX) professionals must trace CX outcomes to core financial metrics in order to establish the material impact of CX performance and initiatives that aim to drive CX quality. For this to happen, CX pros must learn to speak the language of finance and understand the profit DNA of their company and industry. This blueprint helps CX pros understand the key metrics that financial services firms use based on a detailed and illustrative unbundling of a major bank’s profit model that indicates which areas are affected by CX and how.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).