Customer Experience Management in the Financial Services Industry: Balancing Regulations with Customer Delight

During November of 2011, Aberdeen surveyed 252 organizations regarding their use of CEM programs, and reported these findings within the January 2012 Customer Experience Management: Using the Power of Analytics to Optimize Customer Delight report. This survey included 34 financial services companies (e.g. banks, insurance providers). This Analyst Insight illustrates findings on how these financial services companies use CEM programs to manage their client interactions. It also provides a guideline on how adopting specific Best-in-Class practices would help these companies improve their overall business results. Request Free!