How banks fare for customer experience in Singapore

Singapore’s banks aren’t getting customer experience right – but improvements can be made.

Customer experience may not always seem like an obvious candidate for driving revenue. But there is cause to rejoice: Forrester research shows “a clear correlation between improvement in CX and gaining topline growth”, as Vikram Sehgal, Forrester vice president and research director, pointed out at the recent CX Singapore Forum.

The not so good news? Brands in Singapore are struggling to delight customers, and transactions can’t buy brand loyalty.

About 90% of brands in Singapore were found to deliver poor or very poor CX, based on Forrester’s inaugural Singapore Customer Experience Index report, a survey of 3,792 Singaporeans...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands