New Convergys Relationship Management Survey Highlights Key Internal Customer Experience Challenges and Opportunities for Banks

Cincinnati—Many companies are struggling to weather the turbulent economy and global recession, with financial institutions finding themselves especially challenged in the current environment. Convergys Corporation (NYSE: CVG), a global leader in relationship management, recently surveyed 5,000 customers on their attitudes towards their primary bank, both before and after last summer’s downturn.

The Convergys research report, summarizing specific opportunities for retail banks to increase their understanding of today’s customers, focuses on what customers consider important in their relationships with banks, which contact channels they use to interact with banks, key drivers of loyalty, and customer interest in emerging services. It also offers banks a better understanding of what customers want and expect from their financial institutions.