CX Technology in Financial Services: Overview and Key Issues

The last few years have seen a resurgence in the attention and budgets that FIs are allocating to customer experience.  

April 13, 2022 –Most financial institutions (FIs) today accept the central role of customer experience (CX) in selling products and maintaining the loyalty of their customers. Through natural evolution and innovation from various disciplines, CX-related tools and solutions have converged in the marketplace so that FIs have a distinct set of CX technology to choose from. Navigating these tools requires a clear understanding of their functions, capabilities, and what aspects of CX they are designed to study or improve.

This report classifies nine categories of CX tools and solutions that improve customer experience for FIs, outlines some of the trends in the CX technology marketplace, and what FIs should consider. This report is based on information collected about the state of the CX technology market through interviews with financial services CIOs and CTOs, as well as marketing, CX, and other technology leads.

This 25-page Impact Report contains one figure and nine tables. Clients of Aite-Novarica Group’s Retail Banking & Payments or Customer Experience services can download this report and the corresponding charts.

This report mentions, Acoustic, Acxiom, Adobe Experience Cloud, Adobe Journey Orchestration, Aignyte, Alkami Technology, Alogent, Alterian, Apiture, Appcues,, Atidot, Aureus Analytics, Backbase, Clarabridge, Claritas, Clicktale, CloudCherry, Confirmit, Coveo, Crimson Hexagon, CSI, Delighted, Digimind, Digital Mortar, Dovetail, Dun & Bradstreet, Elafris, Epsilon, Eyeota, Finacle, Finastra, FIS, Fiserv, Flockrush, ForeSee, FullStory, Gainsight, Genesys, Glassbox, Glia, Google Analytics, Hearsay, Hootsuite, Indeemo, Infosys, iPerceptions (Astute), Ipsos, Jack Henry & Associates, Jornaya, Kitewheel, LexisNexis Risk Solutions, Lumin Digital, Maritz, Marketstance, MEA Financial, Medallia, Meltwater, Mixpanel, MX, Narmi, NCR, Neustar, NICE, Nielsen,, Oracle CX, Oracle Infinity, Pardot, Perficient, Plum Voice, Pointillist, Pypestream, Q2, Quadient, Qualaroo, Qualtrics, Salesforce Einstein, Salesforce Marketing Cloud, Salesforce Social Studio, SessionCam, Siteimprove Analytics, Smaply, Sopra Banking, Sprinklr, SuiteCX, SurveyMonkey, Suzy, SysBrain, Tealeaf, Temenos, Thunderhead, Usabilla, UserIQ, Usermind, Ushur, UXPressia, Webtrends, Whatfix, Verint, VERMEG Palmyra, Voxco, YouGov, and Zendesk.

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