It is a new era for CX Leaders in banking, finance, and insurance. In an increasingly competitive space where brand loyalty is dwindling, enhancements in technology, “phygical” experiences, and customer journeys are needed to evolve to the demands of the consumer and become truly customer centric.

Before the CX BFSI USA Exchange (12-13 October), we asked attendees – all Heads, Directors, Vice Presidents, or C-Level in leading organisations such as Wells Fargo, AoN, Nationwide and Charles Schwab, what their main investment priorities are for the next 12 months.

The highest priority is customer journey mapping at 71%, followed by omni-channel customer engagement platform at 65% and voice of the customer (VoC) at 64%. It is unsurprising that customer journey mapping is such a high priority; streamlining customer journeys is key in retaining customers when expectations are so high, omni-channel customer engagement platforms and VoC helps with this too.

To find out the other top priorities, as well as some shared challenges attendees are facing, download the infographic here.