Financial services organizations have spent much of the past year adapting their customer service strategies to match changing consumer habits. A considerable number of consumers have now adopted digital services and self-service solutions that enable them to make purchases and conduct transactions from the comfort and safety of home.

Building off of our 2021 research study, our latest report explores how financial services firms’ CX strategies have changed over the past year. We’re sharing year-over-year trends and providing recommendations for 2022.

Download this report to understand:

• Which customer experience policies and technologies are here to stay in 2022 and beyond
• Where CX leaders are prioritizing their budgets and what initiatives they are investing in
• Areas of opportunity that financial services organizations are still working on
• The future of CX in financial services
• Key recommendations based on our research

Microsoft and Worldwide Business Research (WBR) Insights partnered to survey leaders from financial services organizations in December of 2021 to generate the results of this study. Respondents represent banking, insurance, and capital markets firms.