You Have the CX Data. Who Decides What Gets Fixed?
A customer opens a checking account at a branch and leaves thinking everything is set. That evening, she tries to enroll in online banking and gets stuck. She calls for help the next day and gets access. A week later, she mentions the trouble in an onboarding survey. At the bank, three teams see three […]
What Can CX Metrics Tell You About Deposit Growth and Products per Household?
A new checking customer gives your bank high marks for account opening. Six months later, the account still has its opening deposit and little activity. Another customer gives the experience the same score, then sets up direct deposit and opens a savings account. Both responses look the same on a CX dashboard. The account records […]