Summary
The coronavirus pandemic had a significant impact on how brands engage and serve their customers, forcing them to alter their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 11 brands, including six auto and home insurers and five multichannel banks, in the 2021 Singapore Customer Experience Index (CX Index™). We examine whether brands used the crisis as an opportunity to build CX equity with customers or stumbled along the way. CX leaders in Singapore can use this report to review CX benchmarks and inform their experience improvement initiatives.
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