Best Practice Report

How European Banks Can Improve Their Customer Experience

Best Practices From The Top CX Index Scorers Across Europe

August 5th, 2021
Oliwia Berdak, VP, Research Director
Oliwia Berdak VP, Research Director
Clarissa Skinner, null
Clarissa Skinner
With contributors:
Martin Gill , Michelle Yaiser , Luis Deya , Michelle Beeson , Karine Cardona-Smits , Melissa Chaudet , Shayna Neuburg

Summary

Banks across Europe are delivering poor or OK customer experiences. Customer experience (CX) banking pros need to understand what drives their firm’s CX performance and how to improve on those drivers. Other financial services brands can provide inspiration; communication and customer service, for example, are important drivers of both banking and auto and home insurance CX. CX banking pros should read this report to discover how top-scoring financial services brands in Forrester’s European CX Index win at CX and to gather ideas on how to improve on key drivers of banking CX.

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