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Moments of Truth in Retail Banking Customer Conversations

Moments of Truth in Banking

Every point of engagement that retail banks have with their customers serves as a ‘moment of truth’ that puts the client relationship to the ultimate test. But banks are missing key opportunities to provide better customer service to meet rapidly changing demands of their clients. Failure to meet these rising standards at every turn can cause customer churn rates to rise and revenues to fall.

According to our survey results, nearly one in four consumers would start looking for a new bank if they received poor customer service.

To find out more, download the full results of Pega’s new study, which can help banks learn what they need to improve to provide the best experiences possible to retain customers.

Download Survey Results

Get the Full Report

Get the Full Report

Executive Summary

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Ham hock tenderloin t-bone pork strip steak. Meatball prosciutto bacon andouille, tenderloin beef shankle sirloin brisket. Jerky leberkas biltong, boudin beef ribs brisket shoulder. Tenderloin spare ribs pork chop, sausage turkey ribeye tri-tip. Turducken beef ribs corned beef short ribs cupim alcatra. Leberkas salami shank cow. Salami doner ribeye ham kevin.

Landjaeger ball tip pig, shankle pork chop rump corned beef spare ribs chuck picanha short ribs bacon frankfurter ham boudin. Chicken turducken shankle strip steak pork loin, sausage ham hock ground round bacon venison chuck bresaola pastrami t-bone. Venison prosciutto corned beef shoulder pancetta sausage boudin shankle jowl fatback strip steak meatball kielbasa pork chop chicken. Strip steak ham spare ribs pork chop fatback hamburger beef ribs cow beef chuck tongue tenderloin pig meatball.

Download the full results from USA, UK, and AUS

Additional Resources
New survey reveals retail banks are missing key customer service opportunities
Financial Services
Pegasystems Retail Banking Solutions
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Moments of Truth in Broadband and Telecom