The four false narratives of customer experience - Financial Services

Companies have bought into the hype that a compelling customer experience (CX) will set them apart and win the hearts of their customers. But if CX is so important, why are so many companies struggling to deliver an experience that builds lasting customer relationships? Pega surveyed 5000 CX practitioners including 824 from financial institutions (FIs) and uncovered several key insights into why growth has been stagnant:

• 64% still don’t have a C-level sponsor – ensuring senior ownership is vital to getting CX the attention it deserves.
• Two in five FIs say that regulations and compliance constraints are preventing them from delivering a great customer experience.
• One third of FIs say it is difficult to change the technology used at their companies.
• Improving analytics is a priority, but not the top priority.

Read the report to learn more.

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