Aite-Novarica report presents a new CX Framework to organize customer experience measurement and optimization.
While financial institutions today accept the central role of customer experience (CX) in selling products and maintaining the loyalty of their customers, CX teams need to adopt a consistent framework to organize a company’s CX strategy in an ongoing, systematic manner. In a new Impact Report, Understanding Customer Experience: A CX Framework, research and advisory firm Aite-Novarica Group presents a new framework by which CX teams can catalog, assess, improve, and measure CXs, creating a more informed roadmap for CX improvements over time.
“Understanding CX is a lot of work—requiring time, resources, and budget,” said Paul Legutko, Senior Principal at Aite-Novarica Group and author of the new report. “Ideally, a comprehensive CX program should not be isolated to only one journey or channel, but it is not always possible to make improvements everywhere at once. The Aite-Novarica CX Framework can link efforts over time so CX teams can proceed methodically through the organization, to optimize one journey at a time.”
About Aite-Novarica Group:
Aite-Novarica Group is an advisory firm providing mission-critical insights on technology, regulations, strategy, and operations to hundreds of banks, insurers, payments providers, and investment firms—as well as the technology and service providers that support them. Comprising former senior technology, strategy, and operations executives as well as experienced researchers and consultants, our experts provide actionable advice to our client base, leveraging deep insights developed via our extensive network of clients and other industry contacts. Visit us on the web and connect with us on Twitter and LinkedIn.