1Q 2025 Roundup - Innovating Next-Gen CX
We’re removing CX Blind Spots and going Beyond the Score!
As a leader in the competitive banking industry, you know that the customer experience is a key driver of growth. And while Net Promoter Score (NPS) is an important metric, the number itself doesn’t tell the whole story.
Many executives rely on traditional NPS as a measure of success—only to realize too late that it’s a lagging indicator, not a predictor of growth. A strong NPS doesn’t guarantee customer loyalty, revenue growth, or long-term success.
To avoid blind spots in your CX metrics and truly drive financial performance, you need to measure and act on the leading indicators behind NPS: Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and something I call “Actionable NPS.” These real-time metrics pinpoint and get to the root of friction in the customer experience, allowing you to proactively fix customer pain points before they impact retention and revenue.
In my latest article, published in Financial Brand in April, I explored these issues:
- Why NPS alone isn’t enough to predict success
- The CX trifecta that actually drives customer loyalty and revenue
- How leading financial institutions are using advanced metrics to outperform the competition
If you haven’t read it yet, check it out here.
At Support EXP, our strategy is based on taking you Beyond the Score, helping you turn your customer experience metrics into impactful action and measurably improved performance. Because – as you know – it’s not just what you measure that matters. It’s how you deliver, day in and day out, in all the moments that matter.
- World-class customer experiences involve the entire organization, including the teams “behind the scenes.” Want to know more about “How Employee Engagement Drives Customer Experience Success”? The latest article in our Industry Topics library connects the dots to show how employee engagement in the financial services industry enhances CX performance, increases employee satisfaction, and drives long-term success.
Looking ahead, we’re focusing on why traditional training of frontline employees so often falls short. We’ve worked with banking executives to identify 22 Reasons Traditional Training Fails. Now we’re looking to innovate next-gen training. Transformation doesn’t happen through random training events. It happens through behavioral reinforcement, enabled by data and owned by leaders closest to the front line. That’s the core of a next-generation model.
Stay tuned for our upcoming thought leadership article showing what the next generation of frontline employee training must deliver for financial institutions to succeed!
We’re here when you need us – ready to take you Beyond the Score to drive the results you want in customer growth, satisfaction, and long-term loyalty.