Financial Services Insights – Who Owns the Customer Experience?


FST Media conducted an in-depth survey of 53 Australian CMOs and IT decision makers in financial services organisations across Australia on behalf of Sitecore. Tech Research Asia (TRA) was commissioned to analyse and write this report. The survey investigated respondents’ views on ownership of the customer experience, how their organisations rate today compared to five years ago, and their plans for the coming 12 months.