CUSTOMER EXPERIENCE

CROSS-INDUSTRY

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

Our research within the Customer Experience practice

BLOGS

Our insights on topics that matter

MEET OUR CUSTOMER EXPERIENCE EXPERTS

Director, Customer Experience Practice
Areas of Expertise: Advertising and Media Strategy, Consumer and Market Research, Customer Data Platforms, Customer Relationship Management (CRM), Customer Segmentation, Digital Analytics, Journey Mapping, MarTech, Voice of Customer
Strategic Advisor
Areas of Expertise: Authentication, Bank Call Centers, Banking Products in Wealth Management, Card Products (Credit, Debit, and Prepaid), Client Engagement and Reporting, Data and Analytics, Digital Transformation, Mobile Banking, Online Banking, Wealth Management in the Banking Channel
Senior Associate
Areas of Expertise: Chatbot/Voice Assistant Technology, Cloud, Customer Engagement and CCM, Digital Analytics, NLP
Associate
Areas of Expertise: Data and Analytics, Insurance/Independent Broker-Dealers, Internet of Things, Machine Learning and AI, Policy Administration Systems, Regulations

HOW CAN WE HELP?

If you have a question specific to your industry, speak with our experts.  Call us today to learn about the benefits of becoming a client.

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