Ebook

Seven journeys every financial institution should measure and optimise

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Some leaders think customer journeys are a series of website clicks or workflow steps.

Most firms believe journeys are something they can control. Customer experience (CX) leaders attempt to steer consumers from point A to B to C.

But consumers have their own goals like refinancing a home or disputing a charge. Some clients use multiple channels; others rely on just one to complete the same transaction.

It’s time to define and measure journeys from the client perspective. By aligning their goals with company objectives, you can better measure and optimise individual experiences. And you can establish a link between CX and business outcomes.

Download the ebook to learn:

The right way to define a customer journey
The seven most critical customer journeys
How to identify milestones, signals and metrics to score performance
How to quantify the impact of customer behaviour on CX and business KPIs