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Contributed on January 18, 2023
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When It Comes To Customer Obsession, Financial Services Companies Are Thoroughly Mediocre

Blog: Forrester BPM Center of Excellence

Many financial services executives buy into the concept of customer obsession, but too few take actions that build a customer-obsessed culture. That is the top-level finding from our just-published “The State Of Customer Obsession In Financial Services, 2022” research report. Forrester’s Customer Obsession Assessment places firms in one of five levels: customer-naïve, customer-aware, customer-engaged, customer-committed, […]

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