Pre-Pandemic CX Data is Stale and How to Fix It

InMoment’s Principal of CX Strategy & Enablement, Jim Katzman, discusses how banks and credit unions can gain a fresh understanding of where their customer experience programs stand now. “Instead of continuing to attempt to force trendlines to fit out-of-date data, now’s the time to reevaluate CX program priorities. It’s critical to listen to customers’ needs in real time instead of relying on pre-pandemic insights that simply do not reflect today’s uncertainty.” Read Jim’s full piece on The Financial Brand here.

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