WBR Digital, CXFS, and OpinionLab Release Customer Experience Benchmarking Report in Financial Services

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New report shows customer service initiatives to be an incumbent priority among financial firms

Firms need to find ways to integrate unstructured customer feedback into the customer data that drives business insights, especially in the area of mobile customer experience, if they want to remain a competitive force in the current industry landscape

The smartphone revolution and the ubiquity of internet based solutions in 2016 are reshaping virtually all industries, and financial services are no exception, according to the Creating Cutting-Edge Customer Experiences (CX) for Financial Services Benchmarking Report, from WBR Digital, CXFS, and OpinionLab.

This new report is based on a survey of over 100 executives taken onsite at CXFS 2016, an event bringing together senior level customer experience executives to discuss the latest in CX design, innovation, culture and strategy. The survey found that the majority of financial services businesses are in the process of expanding their CX projects. Notably, mobile represents a significant area of opportunity, but adoption is stymied by the difficulty of gaining resources to pursue new projects.

“It is no surprise that we are continuing to see a growing focus on CX throughout the financial services industry, especially as customers increasingly make their decisions based on the ease with which they can interact with a financial business,” stated from Jim Reitz, Head of Financial Services Practice at OpinionLab. “Firms need to find ways to integrate unstructured customer feedback into the customer data that drives business insights, especially in the area of mobile customer experience, if they want to remain a competitive force in the current industry landscape.”

Key statistics from the survey include:

  • 50% of respondents have made CX a priority over the next three years
  • 39% of respondents report that its somewhat tough to gain approval for new CX projects
  • Despite this, 69% of respondents still report that investments in CX have increased
  • 32% of respondents are now integrating mobile into their multi-channel CX strategy

The report concluded that the more data that can be drawn into understanding customer mindsets and creating actionable insights, the more decisively a CX team can act and convey the case behind their initiatives to key business leadership. To download the full report, please visit: http://bit.ly/2dfmHLp

ABOUT WBR DIGITAL
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WBR Digital connects solution providers to their target audiences with year-round online branding and
engagement lead generation campaigns. We are a team of content specialists, marketers, and advisors with a passion for powerful marketing. We believe in demand generation with a creative twist. We believe in the power of content to engage audiences. And we believe in campaigns that deliver results.

ABOUT OPINIONLAB
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OpinionLab empowers you to leverage the Voice of your Customer to make smarter and faster business decisions. How? By enabling you to give your customers a voice from within their customer experience, completely on their terms, capturing rich context regarding their feedback, and then applying advanced analytics to take real-time and targeted action. The result: improvements to the consistency and quality of your CX that deliver measurable business impact. Why do hundreds of the world’s best known companies trust OpinionLab to listen to their customers and take action on what they say? Because for over a decade, we’ve provided a unique approach to gather customer-initiated feedback together with the rich context and advanced analytics to create customer centric cultures and empower smarter and faster business decisions. Visit OpinionLab at, opinionlab.com

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Lauren Pozmanter
WORLDWIDE BUSINESS RESEARCH USA, LLC
+1 646-200-7541
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