The July 2022 Aite-Novarica report 10 Trends in Customer Experience by Paul Legutko and Reut Samra identifies emerging CX priorities for financial institutions and insurers. It explores themes such as total experience integration, balancing digital with a return to analog, the resurgence of expert advice, in-channel engagement, and leveraging zero-party data for privacy and personalization. The report highlights proactive strategies, intermediary experience, advanced metrics beyond NPS, all-in-one platforms, and training the next generation, emphasizing innovation, personalization, and technology integration to meet evolving customer expectations.

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