The 2021 Customer Experience Culture Index

For the second year, the Senteo team performed field research on the quality of customer contacts in bank branches.

This year included 778 visits to bank branches from 82 banks in Moscow, Kiev, and Minsk. The findings are quite interesting and, honestly, a bit disturbing. In the age of digital transformations, agile teams, and a relatively firm understanding that corporate culture is important, how can front line culture in bank branches be so inconsistent and generally poor? It seems that all of the attention and resources have gone to building technological infrastructure and agile product teams, and banks may have forgotten the importance of human contact in building customer-centric business models. However, now more than ever, the human is very important for the quality of customer relationships.