Bruce Temkin continues with his brilliant analysis of Forrester’s 2010 Customer Experience Index (CxPi).
This time he has split the report by banks, examining 13 banks out of the 133 organizations covered. Unsurprisingly, banks had a bad year. In times of economic hardship, when customers are relying on banks the most – they were delivered [...]
Customer Experience in 2009 – did any banks deliver?