Financial institutions struggle with a low or sometimes even negative NPS score. The recently published digital banking survey ‘Retail banking trends and predictions’ shows that improving the customer journey and providing a positive customer experience is top priority. However, only 37% of all companies within the financial sector have a concrete CX plan to improve their customer journey.
During this session Mariska de Wit (a.s.r.) and Theo van der Steen (Underlined) took a closer look at recent developments in the field of customer experience in finance. Providing insight into what changes will contribute to your CX, but also what the effect is on euros! Helping you prioritize more effectively and at the same time work on the impact on euros.