Research data from Forrester shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk and can charge more for their products. Forrester’s Customer Experience Index (CX Index™) can help financial services brands connect customer and financial performance metrics. Monzo and First Direct are the first banking brands in Europe to achieve CX Index scores in the excellent category. Close competition in the middle of the pack means small improvements in CX quality among lower-scoring brands can have a large impact on how their CX quality ranks relative to competitors — but these brands must prioritise CX or risk being left behind. Most European insurers are delivering mediocre, undifferentiated experiences, with CX Index scores tightly clustered within the OK category.

Source: Forbes November 20, 2020 14:37 UTC