Welcome to the Customer Experience Exchange for Banking, Financial Services and Insurance (BFSI) UK Resource Library! On this page you'll find some of our top featured content, or click on the category links below to find more free resources and industry insights.
[Report] Spending Your Money Wisely: A Buyer's Guide to CX Solutions
Our latest report: Spending Your Money Wisely: A Buyer's Guide to CX Solutions explores how financial services and insurance organisations should go about selecting innovative, game-changing vendors that help forward-thinking leaders like you to deliver a seamless customer experience and provide long term business success.Download the report and discover:How ready-to-use...
[Report] CX Exchange BFSI 2018 Post Event Report
In February, leading CX senior executives from the banking, financial services and insurance sectors gathered in the UK for two days of discussions, networking and benchmarking their strategies with peers across the industry.Download your copy of the Customer Experience Exchange for Banking, Financial Services and Insurance and see they key...
[Report] Customer Experience in Banking Financial Services and Insurance
The time has come to put your customers at the heart of your business! This report focuses on the customer strategy of brands including; AXA Business Insurance, Direct Line Group, Metro Bank, exploring some of the key strategies these brands are using to successfully deliver a consistently positive customer experience...
[Report] Battle of the Banks: The Traditional vs The Challenger vs. The Disruptor
The financial services sector is changing, particularly for banks, constantly struggling to adapt their customer experience strategies to meet the changing demands of today’s millennial customer. We now have the traditional banks, the challenger banks and more recently the disruptor banks – but which banks will last the test of...
[Report] The Evolution of Financial Services: Traditional. Challenger. Disruptor.
The time has come to put your customers at the heart of your business, whether its a traditional, challenger, disruptor model the customer must be at the heart of the business. This report focuses on the customer strategy of brands including; AXA Business Insurance, Direct Line Group, Metro Bank, Atom...
[eBook] Get into the Mind of a Customer Experience Expert – What Does the Future Hold for the Financial Services Industry?
Download this exclusive eBook to learn what CX experts from across the financial services sector have identified as the next big thing in the customer experience world! Featuring exclusive interviews and research this is a must read as we head into 2016 and beyond!
Customer Satisfaction & Loyalty
[Presentation] DirectLine Group Case Study - Earning Customers' Trust: The Road to Recovery
Financial services institutions are amongst the least trusted in the UK. It is surprising that this doesn't get more attention given the increasing ease with which customers can move their relationships between providers. However, building trust is not a simple task and unless an organisation is committed to dealing with...
Customer Experience Strategy
[Video] What is Customer Experience?
Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty,...
[Report] Does CX Drive Revenue, And How Good Is The CX Offered By Financial Firms In Europe?
Three-quarters of companies want to improve their customer experience (CX). Yet Forrester’s Customer Experience Index (CX Index™), which covers more than 200 brands in eight industries across the UK, France, and Germany, found that most European brands deliver mediocre experiences. That is a problem in an era when customer-driven change...
Interviews with Industry Leaders
[Interview] Mark Grainger, VP Sales Europe, Engage Hub
We sat with Mark Grainger the VP Sales Europe at Engage Hub to get his insight on the following questions including the main challenges facing the financial services industry right now.
[Infographic] 2019 INVESTMENT PRIORITIES: CX professionals' Top Challenges Revealed!
Forget everything you think you know about CX strategies! In this research based infographic Europe’s top customer executives share the challenges and biggest investment priorities shaping their 2019 strategies. This is a definitive guide into customer experience in BFSI budget assignment - download your copy today to see how yours...
[Infographic] 2018 INVESTMENT PRIORITIES: Customer Experience Exchange BFSI 2018
Forget everything you know about CX strategies! In this research based infographic Europe’s top customer executives share the challenges and biggest investment priorities shaping their 2018 strategies in this definitive guide into customer experience in BFSI budget assignment.
[Report] FINANCIAL SERVICES REPORT: CX Solutions & Services Investment Report
The last 5 years have seen technological advancement, in many ways beyond many expectations. For the customer experience arena in particular, the rise and advancing of disruptor brands like Uber, Airbnb, Monzo Bank, and Deliveroo has seen consumers truly take control. They choose the brands they interact with, with the...