Use your contact center to deliver great banking customer experience
In partnership with
Forrester
Forrester offers the most far-reaching solutions to anticipate dynamic customers; design strategies that are customer-led, insights-driven, and fast; and connect your operations to deliver superior experiences across touchpoints. These power a customer-obsessed operating model to help you win in the age of the customer.
We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking.
This report examines the findings from our survey and interviews of executives at banks who are members of efma. it reveals retail banks’ lack of maturity at managing customer service.
The report also highlights good practices that customer service and digital business strategy professionals at banks can use to improve their customer service.
The content of this report is offered to you free of charge by Efma and its partner. Create an account or log in to download the full report.
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