Industry veteran Paul Legutko will head up the firm’s new research practice dedicated to customer experience (CX) for financial institutions and insurers
Aite-Novarica Group, an advisory firm providing mission-critical insights on technology, regulations, markets, and operations to banks, payments providers, insurers, and securities firms, today announced the launch of its Customer Experience practice.
The service provides insights to help financial institutions and insurers define, manage, and improve customer experiences. It is led by Aite-Novarica Group Director of Customer Experience, Paul Legutko. Joining him on the team is Strategic Advisor Reut Samra, as well as research associates Ashley Lee and Jack Krantz.
“In our survey of CX executives last month, we found 70% of financial institutions and insurers have increased budgets dedicated to CX in the past year. With the bewildering array of technologies and methodologies out there, we see a need for Aite-Novarica to provide industry-specific insight and guidance for these teams as they navigate this space,” says Mr. Legutko. “CX in financial services is unique; it’s about what people do, what people think, and what other companies are providing. Our CX practice will focus on helping our clients understand all of these.”
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Kurt Reisenberg, Chief Executive Officer at Aite-Novarica Group, adds: “Financial services firms are working hard to keep up with customer expectations—for better service, UX, and communications. What they find is that those expectations are constantly changing and difficult to keep up with. We launched our Customer Experience insights and advisory practice to help CMOs, Heads of Customer Experience, and Chief Digital Officers at banks, insurance companies, and securities firms—and the technology and service providers who support them—respond to these challenges faster and more effectively.”
With this new practice, Aite-Novarica Group differentiates itself by providing expanded offerings into the more tactical, specific advice that CX teams need. The practice provides research and consulting to help understand, design, and implement better customer experiences, including:
- Customer experience vendor landscape and trends
- Martech stack competitive benchmarking
- Customer experience capabilities assessment
- Customer experience leading practices inventory
- Digital experience assessment
- Digital analytics and KPI framework
- Customer analytics strategy
- Customer journey mapping
- Voice of customer
- Customer experience framework
- Customer management framework