Summary
Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) scores for eight investment firms in UK reveal that CX performance remains OK and brand promises aren’t fully resonating with prospective customers. We also identify the key drivers of BX and CX, the top levers of trust, and the emotions that most affect UK investment firms’ ability to win and serve 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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