One-Step Ahead: Why Mystery Shopping Works for Today’s Financial Institutions

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Enhance CX. Stay competitive. Fortify compliance.

Financial services organizations are managing fierce competition, an ever-changing regulatory environment, and consumers who have more choices than ever before. Firms must stay in front of these challenges to ensure their brand experience remains consistent, compliance efforts are effective, and products and services stay relevant. Savvy institutions now use enterprise-wide mystery shopping programs to address such industry challenges.

Mystery shopping has progressed into much more than just a secret-shopper service, particularly in the financial services market. Today, MaritzCX and leading, national institutions are increasingly identifying new opportunities to maximize the value of this offering.

Join MaritzCX experts, Dan Hugge and Jennifer Passini, for this webinar and learn how a mystery shopping program can benefit your organization. They’ll explain how mystery shopping is used to enhance existing CX initiatives; benchmark brand delivery; track competitors, and ensure regulatory compliance actions are being implemented across the enterprise. Hugge and Passini use several, real- life financial services case studies to explain how mystery shopping can work for your institution.

Dan Hugge Jennifer Passini
Dan Hugge
Client Service Director
Jennifer Passini
CX Solutions Strategist

Attend and learn:

  • When mystery shopping is a good fit for your organization
  • Why mystery shopping works for financial services firms
  • How mystery shopping is used to monitor regulatory compliance
  • What a mystery shopping program brings to existing CX programs
  • Where to start

Mystery shopping programs allow financial institutions to stay one step ahead by identifying issues earlier, reacting faster, and providing impactful solutions across the firm. The result is improved ROI through greater effectiveness and efficiency.


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MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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