Does CX Drive Revenue, And How Good Is The CX Offered By Financial Firms In Europe?

Three-quarters of companies want to improve their customer  experience (CX). Yet Forrester’s Customer Experience Index (CX Index™), which covers more than 200 brands in eight industries across the UK, France, and Germany, found that most European brands deliver mediocre experiences. That is a problem in an era when customer-driven change is remaking every industry.

In this exclsuive article Joana van den Brink-Quintanilha, Senior Analyst, Customer  Experience, at Forrester Research discusses the following critical questions: 

  • What is the business impact of superior customer experience?
  • Financial services firms hold the lead in all three markets?
  • What’s driving this performance?

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