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Mutuals And Direct Banks Top The UK, France, Italy, And Spain Banking CX Indexes – Here’s Why

Blog: Forrester BPM Center of Excellence

In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of CX in the UK, France, Italy, and Spain. Why? Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently. When we delved into […]

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