Trends Report

Why Financial Services Firms Top Forrester's Customer Experience Index

April 14th, 2016
With contributors:
Michael E. Gazala , Gabriella Zoia , Kara Hartig


Forrester's CX Index benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. While the data shows plenty of room for improvement — in the US, for example, 84% of brands got "OK" scores or worse from their customers — financial services firms consistently top the scoreboards. This report examines how financial services firms perform in the CX Index and highlights some best practices that customer experience (CX) pros in firms across industries can use to improve their own CX.

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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.