Boston, December 7, 2021–FIs have been undergoing tremendous change due to market and competitive factors for years, and the COVID-19 pandemic has hastened the need for banks and credit unions to improve the customer experience (CX), as customers/members have been forced to transact digitally and without human contact. CX is about more than customer satisfaction; it’s about driving competitive advantage.

This Impact Report summarizes the approach FIs are taking to improve the CX. It is based on a Q1 2021 quantitative study of 51 FI executives in the U.S. who had insight into their organization’s CX strategy.

This 35-page Impact Report contains 27 figures and one table. Clients of Aite-Novarica Group’s Retail Banking & Payments service can download this report and the corresponding charts.

This report mentions Amazon, Netflix, Starbucks, and Uber.