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The ROI of Customer Experience in Financial Services

CX’S BILLION DOLLAR IMPACT

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What’s the value of a customer? What’s the impact of customer churn? If you know these answers for your financial institution, you understand the importance of customer retention and satisfaction, and subsequently, you realise the necessity of an effective CX programme. According to recent studies, up to 10 per cent of a large bank’s customer base can be classified as “at risk.” It’s that potential churn that could ultimately cost an institution billions. Today’s game changer is a CX programme capable of maximizing retention and improving your firm’s bottom line.

Jennifer Passini Josh Harker
Jennifer Passini
Principal CX Transformation Consultant
Josh Harker
CX Program Manager

Join MaritzCX for a webcast featuring a trio of CX experts who are helping companies just like yours change the game. MaritzCX’s Jennifer Passini, Principal CX Transformation Consultant and CX Programme Manager, Josh Harker, recently examined how financial services organisations can increase the ROI of their CX programmes by focusing on business outcomes, understanding the true value of a customer, and learning how to accurately identify at-risk customers. The presentation showcases best practices and includes case studies of financial services firms that successfully put these practices into action.

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