CUSTOMER EXPERIENCE

The Customer Experience practice provides clients with ongoing insights that are focused on helping financial institutions and insurers implement, manage, and improve customer experiences. The practice is centered around the three pillars of customer experience, which include behavioral analytics (what customers do), voice of the customer (what customers think), and industry research (what the competition is doing).

Services

Our Customer Experience practice clients receive:

• Access to our research covering market and technology trends, benchmarks and frameworks, vendor comparisons, and more
• Unlimited access to our expert team for personal consultations, discussions of research, and explorations of related topics
• A dedicated account manager to facilitate access and ensure regular dialogue and prompt responses

Core Coverage Areas

Aite-Novarica Group’s expertise includes:

• CX vendor landscape and trends
• CX capabilities assessment
• Customer portal 100 capabilities
• Digital experience assessment
• CX leading practices inventory
• Voice of customer
• Digital analytics and KPI framework
• Martech competitive benchmarking
• Customer journey mapping
• Customer management framework
• Customer analytics strategy

Research Council

The Aite-Novarica Customer Experience Research Council is a free, moderated, knowledge-sharing group for all stakeholders focused on improving the customer experience at an organization. Council members regularly participate in research studies on critical topics to share insights and expertise on key investment areas. They receive complimentary copies of all research they contribute to. For more on this, check out a detailed information sheet here:  Aite-Novarica Group Customer Experience Research Council

Qualified and interested in joining the Customer Experience Research Council? Fill out a brief form here.