Trends Report

Successful Digital Banking Initiatives Require New Customer-Centric Metrics

August 29th, 2019

Summary

Traditional metrics are no longer enough for tracking the success of digital banking initiatives. Use cross-channel customer-centric metrics like Forrester’s Customer Experience Index (CX Index™) help deliver seamless, enjoyable cross-touchpoint experiences. Digital banking initiatives require employee buy in. Incentivize employees by tying bonus calculations to customer-centric metrics.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.