Buy Vs. Build: Customer Experience Management Software

Banks ran the equivalent of a 50-meter dash towards digital transformation during the pandemic. They were largely successful at keeping customers happy. However, what customers want and expect today continues to morph and change, with no end in sight.

As technology advances, business customers expect their experiences to mirror those innovations. Every enterprise recognizes the need to overhaul customer experience - not because the trade publications trumpet it - but because it affects their business outcomes. Frustrated customers naturally lead to higher churn, lower retention, and poor satisfaction scores, all which drag down financial performance.

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