Data Overview Report

The State Of Customer Obsession In Financial Services, 2021

Learn From The Habits Of More Mature Companies

October 12th, 2021
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
With contributors:
David Hoffman , Rick Parrish , Cole Walsh , Rachel Birrell

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.