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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Singapore Banking Customers Prefer Hybrid Experiences

    Delight Customers With The Best Of Both Worlds: Digital And Physical
    December 18, 2020 | Tom Mouhsian

    Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

  • Report The Renaissance Of Branch Banking In Asia Pacific

    Let CX And EX Drive Branch Transformation
    April 27, 2020 | Tom Mouhsian

    Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...

  • Report The Singapore Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    August 27, 2019 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

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