Benchmark report
Gain insight into where banks are investing in customer experience
The banking industry has been investing in digital transformation to improve the customer experience (CX) for some time now. For 75% of banks, 41% or more of their total customer interactions occurred online or in digital formats over the last year.
Three-quarters of banks report they’re actively working on a CX improvement plan.
Even though a majority of customers still use the phone to get in touch with banks, the number of channels has grown to include messenger apps, text, chat, email, web forms and more. Most customers use a variety of channels, underscoring the importance of a unified omnichannel experience.
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