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CX plays an outsized role in growing wallet share. Source: Qualtrics XM Institute’s 2020 “ROI of Customer Experience Study,” December, 2020
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In a recent study tracking consumer preference across U.S. financial institutions, nearly every key indicator that influences a banking brand’s ability to grow market share is above average*. Source: Kantar...
The impact of COVID has shifted people’s brand priorities into five key categories
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The Story: As COVID’s initial lockdowns have transformed into a socially-distanced new normal, people’s brand loyalties and behaviors have shifted decisively toward supporting local businesses that have deep community roots....
From digital channels to relationship banking, learn how putting the customer at the center of organizational change can fortify financial services for what’s next There’s no doubt that COVID has...
With consumers seeking relationships, community banks and credit unions look at branching opportunities as a way through the COVID crisis In our last feature What’s Next, we explored the ways...
The Story: As the COVID crisis continues, people are facing increased stress about both personal finances and the longer-term effects on the broader economy—a psychological shift in consumer confidence that...
A roundup of five best practices for brands during the global health crisis and beyond As we round the corner on five-plus months of our COVID life, it’s only natural...
