Forrester Industry Spotlight:

Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries

Embracing innovative and disruptive customer experience (CX) strategies can be challenging for global banking, financial services, and insurance (BFSI) firms. In today’s world, the relationship between CX and digital transformation, are changing the way business is conducted. BFSI firms need to stay focused on customer centricity to improve and streamline capabilities to remain competitive in a digital world.

In this survey*, 130 respondents from the BFSI industry in Asia Pacific, shared their view on customer experience technology, marketing and continued service improvement to meet demanding customer expectations.

In this study, learn more about:

  • Customer engagement technology investment as a priority
  • Inhibitors of customer experience success
  • Partner engagement to expand customer engagement capabilities

*Drive Marketing And CX Convergence With Modern Technology: A Focus On The BFSI Industries, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys

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