The rapid migration to digital banking technologies driven by the pandemic will continue into the recovery. One-third of retail banking customers plan to increase their use of online and mobile banking services post COVID-19. Financial Services enterprises that make the right investments now could build an enduring advantage in serving customers.

Data from Forrester’s CX Index for multi-channel and direct banks empirically demonstrates that when customers have a better banking experience, their intentions to stay with a brand longer, buy more from that brand, and recommend that brand, all increase. But Forrester goes on to say that great CX in banking is still rare, meaning there is huge financial upside for banks that substantially transform their organizations to center on the customer first and orchestrate their CX activities with this in full view.

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