Summary
Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) scores for eight German banks reveal that while CX scores remain stable at moderate levels of performance, brand promises have weak resonance with noncustomers. We also identify the key drivers of BX and CX, the top levers of trust, and the emotions that most impact German banks’ ability to win and serve customers. CX, marketing, and digital business leaders can use these findings to understand their market dynamics and how to improve customer loyalty.
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