Looking ahead to 2025, companies face a host of challenges, from managing supply chain disruptions and retaining a top-tier workforce to driving innovation and navigating the complexities of adopting AI. Meanwhile, consumers are rapidly embracing the next wave of digital platforms and expecting seamless, frictionless experiences at every turn.
As leaders in this space, financial services companies must prioritize customer experience if they hope to stay competitive. Recent research underscores the importance of getting it right: one negative interaction can send as many as one in three customers packing. To win in this landscape, businesses must embrace a customer-led approach to growth that leverages insights to accurately quantify customer value, optimize the entire customer journey, and refine their approach in real-time.
Of course, none of this happens in a vacuum. Companies must constantly track their progress and set high standards, constantly striving to push the envelope and deliver unparalleled value. To this end, we’ve identified the top 8 CX metrics that can help you chart your course and drive a Unified Customer Experience Management (CXM) strategy.
Our report also includes an in-depth comparison of the top five brands based on critical data sets, allowing you to see where you stand in relation to your peers and competitors. Use this information to double down on your digital CX initiatives, engage your audience more deeply and drive long-term growth.
Our comprehensive report dives deep into the top 8 CX metrics critical for the banking and financial services sector, with exclusive data extracted from 400M social conversations through Sprinklr Insights.