Summary
Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) ratings for 21 US investment firms reveal that their brand promises aren’t resonating and CX continues to decline. This report identifies the key drivers of BX and CX, top levers of trust, and emotions that impact brands’ ability to win and retain customers. CX, digital, and marketing leaders should review the current ratings for the industry to understand where improvements are needed.
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