Customer Experience Trends in Financial Services Report 2020

Customer Trends

This survey asked 93 selected contact center, operations, sales, and customer service executives within the financial services industry questions around the state and future of their customer experience—from the challenges they face to their biggest opportunities.

Highlights from inside the report:

  • 33% aren’t able to use data strategically in real-time
  • 2/3 use separate vendors and have to integrate systems
  • 48% want seamless, end-to-end transactions with full compliance to meet CX objectives