Customer experience (CX) is the defining competitive differentiator in the banking industry today, and for good reason: Financial institutions that invest in the customer experience in banking have higher rates of recommendation, greater wallet share, and are more likely to up-sell or cross-sell products and services to existing customers. This has
Continue reading12 Banking Customer Experience Trends to Watch in 2023
Summary. It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are
Continue readingEngaged Employees Create Better Customer Experiences
Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. These leaders set the tone with their words and actions to make customers central to every
WOW… We’ve all experienced it at least once. That moment when something comes into your sphere that you involuntarily open your mouth in that ‘O’ shape and the only word you can produce is ‘WOW’. But have you ever really paused long enough to REALLY notice how you feel in
Effective use of planning and analysis make your CX dreams a business reality Today, as organizations are becoming more open to customer experience advancements and are adopting CX programs as part of their Business Transformation journey, many of us CX professionals face the common dilemma – putting our strategies into
One of the big challenges you face when establishing a CX Program that is supposed to last is getting the funding over time. You can sell CX as a nice idea to management in the first place, because it sounds like the right thing to do, but perhaps a year
Continue readingBuilt to last CX Programs focus on Monetization
Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace. Yet most of us
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage. To do this, companies should
Continue readingWhy Every Company Needs a Chief Experience Officer
A customer journey in life insurance involves several touchpoints where customers interact with the insurance provider. These touchpoints are opportunities for the insurance provider to create a positive customer experience and build customer loyalty. The following are some common touchpoints in the customer journey for life insurance: By understanding these
Implementing a successful Customer Experience (CX) program for retail banking involves several key steps: Here are some specific activities that can be included in a Customer Experience (CX) program for retail banking: By implementing these activities, you can create a comprehensive CX program that delivers tangible benefits to your customers