Why Easy Matters: Theme #3 – Online Banking Success Needs Accountable Vendor Partners

In my series of blog posts on Customer Effort Scoring, I wrote about how we recently executed a Customer Effort Score assessment, evaluating a group of West Coast based banks on their cross-channel customer experience. So far, I have written about the importance of Customer Experience governance and Integrating Branches with the Multichannel Experience.…

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“Why Easy Matters” Theme #1: Internal Customer Experience Organization is a Key Success Factor

In my kick-off blog post in June, I wrote about how we recently executed a Customer Effort Score assessment, evaluating a selection of banks on their cross-channel customer experience.  In the coming weeks, I will be sharing with you key insights, themes and “aha!” moments that we learned from our research that are critical factors for companies looking to optimize their customer...

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222 W. Adams
Chicago, IL 60606
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