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One of the toughest challenges for retail banks is to clearly see opportunities for evolution and growth through the complexity of everyday business operations and an extremely competitive environment. With multiple touchpoints, different customer segments and needs, changing competitive threats, an inflexible regulatory environment, and many other internal and marketplace factors, banks often strain to understand how best to impact or influence business outcomes.
Looking for more specifics? We’ve identified four goals a retail bank’s CX program should strive for. Whether you’re at the drawing board or looking to reset your priorities, focusing on these areas will help you make the connection between your program and tangible value. Let’s dive in!