Banks, fintechs must prepare for new age of CX, payments

By Zach Ciampa, McKayla Wooldridge, Jordan McKee, and Sheryl Kingstone

In its fifth consecutive year, our Connected Customer, Quantifying the Customer Experience survey is an invaluable longitudinal look at opportunities and pitfalls for brands when navigating this complicated era of consumption. In it, we assess consumer sentiments on a variety of topics, such as online platforms and brand experiences, checkout friction and digital experiences, from the standpoint of their potential financial impacts on businesses — both positive and negative.