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?
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?
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.
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.