BANKS RECOGNIZE THE IMPORTANCE OF A STRONG CX
BANKS RECOGNIZE
THE IMPORTANCE
OF A STRONG CX
01
LEVERAGING DATA
AND TECHNOLOGY
TO IMPROVE
THE CUSTOMER
JOURNEY
02
THE POWER OF
CUSTOMIZATION
03
IMPROVING CX
WITH PARTNERS
AND THIRD
PARTIES
04
IT'S RISKY TO GO
ALONE
05
FIND OUT HOW
SOPRA BANKING
SOFTWARE CAN
HELP YOU
06
Improving CX is a key objective for many banks, with 72% of the Forrester survey's respondents saying it's a critical or high priority.
when it comes to driving
customer insights from data
for providing seamless customer
experiences across channels
for frictionless
onboarding
When asked to rate their organization's ability across aspects of customer experience, seven out of 10 respondents described their banks
as "Good" or "Excellent." Indeed, 72% of respondents rated their banks above average at embedding products and services in partner's
platforms or channels. The law of averages suggests this is not possible and betrays overconfidence.
Per McKinsey research, leaders in the banking industry delivered 55% higher total shareholder returns versus organizations with
comparatively low CX performance.
IMPROVING CUSTOMER EXPERIENCE
C
X
I
N
B
A
N
K
I
N
G
31% 30% 31%
Critical priority
High priority
Moderate priority
Low priority
Not on agenda
0 10 20 30 40 50
W
H
I
T
E
P
A
P
E
R
RATED THEIR BANKS AS "AVERAGE" OR BELOW
