Customer Experience? It's everything these days.

Does your customer experience live up to your brand promise? Are you exceeding or falling short of your customers' expectations?

Maybe your delivery is just about average and ready for a little TLC?

CX+ is the only sector-specific index that shows you how to close the gap between brand promise and customer experience. And achieve greater levels of satisfaction, loyalty, advocacy and profitability.
Customer-centricity in retail banking, globally

91% of CEOs worldwide believe customer centricity is essential to business growth.

But what do banking customers across the world think? We talked with 20,000 people in 9 countries about their banks, and asked them about their experiences as customers, and if they thought their bank was customer-centric.

Our CX+ study revealed a significant contrast across markets in terms of what CEOs believe and what customers actually think.

Who has the experience advantage?

Our CX+ study on retail banking covers xxx banks in the US, UK, France, Germany, Spain, Italy, The Netherlands, Poland and India.
We’ve calculated the CX+ score for each bank by combining their CX performance and their Experience Gap.
These are the top 10 banks that hold the Experience Advantage.

The new competitive differentiator / The importance of getting it right

Leading CX+ banks are clearly focussing on brand purpose, efficiency and authenticity in the way they engage with people at each touchpoint across their customer journey.

And this is paying off for them, both commercially and reputationally.


Podcast: How do you delight Indian banking customers?

We chat to S. Ramakrishnan, Head of Retail Banking & Wealth Management for HSBC in India about creating a winning customer experience, the future growth opportunities and how HSBC are partnering with fintechs.

Listen now

Report: From bricks to clicks: The impact of neobanks

We’ve all seen the hype. But how much of an impact are neobanks really having on the traditional retail banking market? Covering ten markets, this report provides indispensable insights for both incumbents and disruptors.

Find out more

Watch our one-minute video if you still need convincing that being a truly customer-centric organisation matters. And if you would like to know more about the performance of your organisation and how you compare to the competition, don’t hesitate to contact us. We’d love to talk to you about how CX+ can help you achieve the Experience Advantage.