September 22, 2022 –Financial institutions and insurers face communication, measurement, organization, and governance challenges. Budgets and headcounts have increased in many cases, but specific strategies for deploying these resources and investing in capabilities are elusive. These challenges reinforce the importance of a centralized senior role in the organization to manage and lead CX strategy.

This report is based on the results of a quantitative Q1 2022 Aite-Novarica Group study of 210 insurance and financial services professionals with insight into CX strategy to understand CX-related priorities, capabilities, organizations, and tools.

This 42-page Impact Report contains 35 figures. Clients of Aite-Novarica Group’s Customer Experience or Retail Banking & Payments service can download this report and the corresponding charts.