The April 2022 Aite-Novarica Group report on CX Technology in Financial Services explores how institutions use tools to understand, manage, and improve customer experiences. It defines CX scope across customer behavior, sentiment, and individual interactions, and categorizes solutions into enterprise enablers, journey engineering, and data analysis. The study reviews key tool types, including digital funnels, orchestration platforms, analytics, third-party data, surveys, social listening, journey mapping, real-time engagement, and session recording. It emphasizes aligning technology with strategic CX goals to enhance customer satisfaction, loyalty, and business performance.

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