Customer experience?
It's everything these days.

Does your customer experience live up to your brand promise? Are you exceeding or falling short of your customers' expectations?

Maybe your delivery is just about average and ready for a little TLC?

Our new study CX+ shows you how to close the gap between brand promise and customer experience… and achieve greater levels of:

SATISFACTION, LOYALTY, ADVOCACY and PROFITABILITY.

GET THE LOW-DOWN ON CX+

The top 10 CX+ Retail Banks

We talked with 7,280 people in India, and asked them what they expected from their bank, what their actual experiences as customers were, and how these experiences compared with the brand promises. We then calculated the CX+ score for each bank by combining their CX performance and their Experience Gap.

These are the brands that hold the Experience Advantage.

Ranking
Retail bank
cx+ score

1

HSBC Bank

122

2

STANDARD CHARTERED Bank

119

3

CITI Bank

110

4

YES BANK

108

5

INDUSIND Bank

106

Ranking
Retail bank
cx+ score

6

ICICI Bank

96

7

KOTAK MAHINDRA Bank

95

8

HDFC Bank

93

9

SYNDICATE Bank

92

10

AXIS Bank

91

Find out how these organisations compare by downloading the full report.

the new competitive differentiator

Leading CX+ banks are clearly focussing on brand purpose, efficiency and authenticity in the way they engage with people at each touchpoint across their customer journey – and this is paying off for them, both commercially and reputationally.

Customers of CX+ leaders in India are:

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More likely to recommend their bank to a friend or colleague

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CX+ Leaders
Bottom-ranked brands

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More willing to take up new products with their bank

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CX+ Leaders
Bottom-ranked brands

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More likely to place more business (deposits and investment products) with their bank

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CX+ Leaders
Bottom-ranked brands
CX+ Leaders
Bottom-ranked brands

To focus on selling products is short-sighted. Instead, the priority for banks must be to help customers throughout their financial journey, and to ensure they make the right services available to each customer at the right time.”

Shailendra Gupta

Executive Vice President, Insights Division, Kantar

Behaviour is a better indicator of a customer’s needs than their age, gender, or socio-economic background. Traditional demographic categories are becoming a thing of the past, as consumer needs become more nuanced across every segment.”

Vikram Budhraja

Vice President, Insights Division, Kantar

Self-service is fundamentally about choice, not technology. It may be tempting to roll out new mobile apps or chatbots, but what will be most important for banks is to create a holistic experience that allows customers to pick and choose the journey that is best for them.”

Anand Parameswaran

Executive Vice President, Insights Division, Kantar

Personalisation is no longer limited to products. It needs to sit across the entire customer journey. From on-boarding, to day-to-day services, to value-adding experiences, holistic personalisation is the new name of the game.”

Piyali Konar

Executive Vice President & CX Domain Lead, Insights Division, Kantar

A human touch will always be crucial, no matter the channel. The difference today is that customers
expect in-branch experiences to feel as seamless as online ones."

Vanaja Iyer

Vice President, Qualitative, Insights Division, Kantar

Download our complimentary NOW

Retail banks in India have an opportunity to set the global standard for digital customer experiences. However, they also face major challenges in regaining consumer confidence and meeting demand for 24/7 access to personalised banking experiences.

In this fast-evolving marketplace, can you afford not to seek the Experience Advantage?

What’s inside:

  • What sets CX+ leaders apart from the pack
  • Key steps to gaining the Experience Advantage
  • How to build experiences that fit into your customers’ lives
  • How to strike the balance between digital services and a human touch
  • And much more…

To download the ,
please enter your details here:

How does your bank perform?

Let’s talk

Want to know more about the performance of your organisation and how you compare to the competition? We’d love to talk to you about how CX+ can help you achieve the Experience Advantage.

Send us a message and our CX+ team will be happy to get in touch and answer your questions.

Contact us
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