Uncover how CX is reshaping South Africa’s financial services industry and where companies are winning and losing ground.
%
measure CX, but only 50% use it to improve
%
use journey mapping, but struggle with buy-in
%
of CX pros have no formal qualification
%
report major shifts in customer expectations
what’s inside this report
This report explores how financial services brands are adapting to rising customer expectations, accelerating digital demands, and internal capability gaps, while revealing where CX strategies are falling short and how to close the gap.
what you'll learn
Why CX is rising to the top of the boardroom agenda
Where customer expectations are outpacing delivery
How leading brands are using journey mapping
What’s stopping CX from scaling inside large organisations
Unlock the insights and get proven CX strategies you can apply today.
key takeaways
While CX is finally gaining strategic traction in financial services, departmental silos, leadership misalignment, and outdated processes continue to limit real progress.
Accelerated digitalisation, growing customer demands, and the need for real-time CX insights are reshaping the sector. To truly lead with CX, businesses must embed customer experience across every department, not just customer-facing teams.
