Results for : customer expectations

Banking on Gen Z: How the Financial Services Industry Must Adapt

Like everything else, the COVID-19 pandemic has changed the banking industry. Along with the adjustment to the new normal we have all experienced, the banking industry also had to adjust to the incoming generation, Gen Z. So how do banks attract members of this new generation and keep them? We…

The Perception Gap: Getting from Expectation to Reality

Sure, sales numbers matter, as do those key CX metrics you've been measuring (right?). But that’s not all. You need to take a step back from the numbers to understand the nuances. What factors drive those key metrics? (And are you even measuring the right customer experience metrics?) Are your…

How CX Expectations Shape Our Human Experiences

Consumer behavior changed in 2020. Really, we had to adapt in all areas of our lives. One constant? High customer experience expectations. What with next-day delivery (or faster), online chat, and the attention paid to our input, customers are demanding better CX. As companies work to continue to raise the…

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