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The Future of Financial Services and Insurance: Enhancing CX Outcomes with Simplified Customer Journeys

New research shows CX-specific solutions benefit the customer, the employee, the business, in the financial services industry.

What are CX leaders in financial services and insurance saying?

Improving customer experience (CX) requires consistent messages across communication channels. New research indicates that 81% of financial services CX leaders find it challenging to keep CX consistent across channels and platforms. 

CSG commissioned Forrester Consulting to survey 484 global CX leaders about their CX experiences and challenges. Here’s what we learned from 119 financial services and insurance CX leaders:

Learn from Your Peers in Financial Services

This report reveals: 

  • Top challenges leaders of banks and insurance companies are facing in delivering successful CX
  • Customer engagement solutions and resources CX leaders are deploying to overcome those challenges and meet customers’ high expectations 

  • Customer experience and journey management best practices that can be implemented quickly to improve customer satisfaction and loyalty


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