Summary
Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) scores for eight banks in Australia reveal that their brand promises aren’t resonating and CX continues to decline. We also identify the key drivers of BX and CX, top levers of trust, and emotions that impact brands’ ability to win and retain customers. CX, marketing, and digital business leaders can use these findings to understand their market dynamics and how to improve customer loyalty.
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