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Europe Predictions 2021: Digital Leaders Widen The Customer Experience Maturity Gap

Blog: Forrester BPM Center of Excellence

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty). But even as these digital leaders begin to pull away, the mainstream banks are stagnating. […]

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