Summary
Customer experience (CX) quality in banking is falling on average. But there are banks globally that buck this trend, outshining competitors and continuing to improve their CX performance. They do this by honing in on both the frontstage and backstage of CX via product and service improvements and focusing on internal practices that make these possible. CX banking pros should read this report to discover how top-scoring banking brands in Forrester’s Customer Experience Index (CX Index™) win at CX and gather ideas for backstage CX improvements.
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