June 30, 2022 – The COVID-19 pandemic hit the market unexpectedly, limiting human interaction and challenging the in-person service model. Now, companies must offer the full selection of their products and services digitally. Many organizations are investing in CX, yet they risk falling behind rapidly changing expectations. Moreover, experiences are subjective, and the channels in which experiences occur are constantly changing.

Aite-Novarica Group performed a quantitative study in Q1 2022 of 210 executives at financial institutions and insurance companies with insight into CX strategy to understand CX-related priorities, capabilities, organization, and tools. Qualifying respondents represent companies with at least a moderate focus on CX issues.

This 38-page Impact Report contains 31 figures. Clients of Aite-Novarica Group’s Customer Experience or Retail Banking & Payments service can download this report and the corresponding charts.