Optimise experience measurement in financial services

In most firms, marketing measures conversions. Customer experience (CX) teams prioritise Net Promoter Score, satisfaction and effort. And contact centre teams monitor self-service, FCR and other efficiency metrics.

But if each team measures and optimises interactions within their specific channels to improve metrics, your clients become an afterthought. And that often results in disconnected, frustrating experiences.

Download the ebook to discover why measuring customer journeys can transform the way you measure — and improve — the client experience. In this guide, you’ll learn:

• The top three barriers to measuring CX and why traditional methods are lacking
• What journey measurement is
• How leading institutions use this method to succeed
• Four steps to get started with customer journey measurement