3Q 2025 Research & Innovation Roundup

Friends,

It feels like 2025 has flown by! But with an eye on the challenges financial institutions will likely face in the coming year, we’re taking this time to dig even deeper into how the customer experience drives real growth and loyalty.

I hope you had a chance to read our latest article in The Financial Brand, highlighting why relying on NPS alone leaves blind spots — and how leaders can move beyond one-dimensional scores to uncover friction, build accountability, and connect customer experience directly to growth.

If you missed it, here’s the link: Are Banks Addicted to a Dead CX Metric? It’s Time to Go Beyond the Score

This article shines a spotlight on why we do what we do every day: enable forward-thinking financial institutions to move Beyond the Score and connect insight to execution that produces consistent, predictable growth.

We’re also planning a new webinar that takes a deep dive into the “5 NPS Blind Spots” that can quietly erode loyalty and stall growth. Stay tuned for details — we think you’ll find it eye-opening.

Are you fighting for the future?

Besides illuminating beyond the limits of NPS, we’re focusing on what may be banking’s next big battleground: winning the loyalty of the next generation(s) of banking customers/members.

We recognize that the next 5 to 10 years will decide which institutions will thrive, and which will quietly fade into irrelevance. At the heart of this existential challenge lies a single, unavoidable truth: younger generations are reshaping the financial marketplace – and they aren’t waiting for traditional banking institutions to catch up!

To help develop strategy around this make-or-break challenge, we are preparing an insight-filled study of Under-45 Generational Loyalty that will identify what motivates today’s younger financial consumers to engage with a financial institution…and what sends them toward other options.

Need something to read with your coffee (or tea, hot cocoa, etc.)?

Catch up on our blog articles! Here’s the latest:

• In “Beyond the Data: The Real Benefits of Mystery Shopping for CX Insights,” we take a close look at the strategic value of mystery shopping. More than an operational checklist or a data-gathering tool, mystery shopping is a powerful, experience-focused strategy that helps organizations see their service through their customers’ eyes.
• “Real-Time Feedback Tools for Banking: A CX Essential” looks at the features and benefits of feedback solutions that contribute to customer/member satisfaction and loyalty – and increase your business success in the process.
• If you’re curious “How Customer Feedback Is Shaping the Future of the Banking Customer Experience,” find out how leading financial institutions are going “beyond the score” – using action to transform feedback from a metric into a catalyst for growth and loyalty.
• “Beyond Politics: The Real Risk of Debanking for Banks and Customers” looks at a compliance issue that became a major national headline. Then it makes the case that the biggest risk of debanking isn’t regulatory scrutiny – it’s customer mistrust, which erodes loyalty and weakens brand equity.

Don’t hesitate to reach out anytime you need guidance Beyond the Score. We’re here to help with:

• Aligning Strategy to Objectives
• Strengthening Frontline Performance
• Improving Service and Sales Skills
• Building a Culture of Engagement
• Making Your CX Your Competitive Advantage!

Let me know if you’re interested in our “5 NPS Blind Spots” webinar or our Under-45 Generational Loyalty Study.   

As always, we’re proud to bring you the metrics, analytics, and insights that help you see your customers and members more clearly—and take confident action to drive growth.

We’re here when you need us!

Rhonda S. Sheets | President, CEO
Support EXP
rsheets@SupportEXP.com
Toll Free: 800.444.5465 x104
Direct: 937.535.1384