Global State of Customer Experience in Financial Services 2022

The financial services industry encompasses all professional services involving the investment, lending and management of money and assets. With an estimated worth of US$22.5 trillion in 2021, the financial services industry has stayed resilient in the face of the Covid-19 pandemic. 

Almost one in four (22 percent) of those who responded to CX Network’s Global State of Customer Experience 2022 survey were in the financial services industry. This report dives deeper into their responses to gain a better understanding of the state of customer experience (CX) in financial services. 

The financial services industry offers huge opportunities for organizations that must pay close attention to and respond to the trends and customer behaviors shaping the sector if they wish to be viable businesses. 

Based on the responses of those in the financial services to the CX Network Global State of Customer Experience survey, this report explores the key CX trends, customer behavior shifts, priorities and experience management pain points that are developing within the industry. 

Download this report to learn:

• The top trends affecting the financial services industry
• How to overcome common invesment hurdles and challenges faced by CX practitioners in financial services
• Key business insights from TSB, Argano, Bajaj Allianz General Insurance and NatWest