Data Snapshot

The Value Of Customer Engagement Is Top Of Mind For Financial Services Leaders In 2021

August 4th, 2021
With contributors:
Christiana Lano , Sam Bartlett

Forrester Analytics survey data shows that purchase influencers in the financial services industry are prioritizing the value of their engagement more than ever in 2021 compared to 2020. The number of financial service leaders looking to improve their online and mobile customer experiences also increased in 2021, while improving branch customer experiences remained stagnant and improving omnichannel and call center/salesperson experiences decreased in priority. This report provides a snapshot of Forrester’s data on the key actions financial services leaders are taking to improve their customer experience.

Want to read the full report?

This report is available for individual purchase ($395).

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.