Summary
Forrester surveyed business leaders to gauge the state of customer obsession in financial services. While most believe that their products, services, and customer experiences provide value to their customers, few companies qualify as customer obsessed. This report outlines strategies for financial providers at each level of maturity: Customer-aware firms must start now; customer-engaged ones must pull in marketing and CX; customer-committed ones must build customer goodwill; and firms that are already customer-obsessed should ensure their future fitness. Take our customer obsession assessment to determine your firm’s level of maturity; then use our advice to improve.
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