Banks are struggling to align their priorities with customer priorities -- and customers sense it too, according to a new PeopleMetrics study titled, “A Shifting Landscape: Customer Experience Trends and Practices in Retail Banking.”
More than three out of every four executives say that the customer experience has improved, according to the study.
“Contrast this with two-thirds of consumers who say they have seen no change in the experience and we have identified a gap between internal effort and the external experience,....