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Analyst report

Why CX for financial services? Proof that investing in experience improves revenue, cost, and resilience

To gain executive buy-in for your customer experience (CX) program, you need to prove organizational value. A differentiated customer experience drives customer loyalty, company resilience, and better financial outcomes for financial services firms.

In this report, Forrester Research outlines industry-specific revenue, cost, and resilience metrics that CX leaders in banking, insurance, wealth management, credit cards, and payments can use to secure funding.

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Download this report to learn about:

  • Creating the business case for customer experience in your financial services organization
  • The three categories of business success metrics that typically matter the most to executives
  • What real financial institutions are doing to differentiate their customer experience

Empowering 1400+ of the world’s leading financial institutions to drive differentiation and growth