Summary
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.
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