Introducing Market Pulse
Insights that power differentiated and competitive CX!
Your competitive advantage
Whether you're an executive seeking strategic insight, a channel manager requiring detailed performance metrics, or an industry expert looking to monitor trends, Market Pulse delivers the intelligence you need. We monitor industry trends and pinpoint exactly where brands stand against competitors and, more importantly, how to advance their position.
Transform Your Strategy
Our comprehensive analysis reveals not just industry benchmarks, but clear pathways to improvement. From high-level strategic planning to detailed operational adjustments, Market Pulse provides the insights needed to drive meaningful change.
Quarterly Intelligence That Drives Performance
Our quarterly releases keep you ahead of market shifts with fresh, actionable insights. We track everything from wait times to resolution rates, from channel preferences to customer sentiment. This isn't just data – it's your roadmap to competitive advantage.
Your Emotional Edge: The Net Magic Index
Once a year, we reveal the Net Magic Index, our groundbreaking analysis of emotional banking intelligence. This exclusive insight showcases how customer emotions shape long-term loyalty and perception. How much of your CX scorecard reflects past experiences? We'll help you understand and transform these emotional touchpoints into competitive advantages.
Industry Insights: December 2024 Quarter
The landscape is shifting beneath our feet. Mobile banking is now dominating customer preferences, with a marked decline in traditional online banking as mobile apps surge in popularity. This shift brings both challenges and opportunities for forward-thinking institutions.
Chat support has emerged as a fascinating case study in channel evolution. It's becoming the Swiss Army knife of banking services, handling the broadest range of customer needs. While current resolution rates hover at 70%, recent improvements show promising momentum. The challenge? Converting this channel efficiency into reduced pressure on other service points.
Branch services present an intriguing paradox. Despite increasing digital adoption, we're seeing growing customer concern about branch accessibility. The irony? Most branch visits still revolve around simple transactions. Banks face a critical challenge: modernizing branch processes while managing customer expectations in an increasingly digital world.
Call centers are showing encouraging signs of improvement. The industry average of 74% problem-free resolution masks significant variations between institutions. ING continues to set the pace with an impressive 84% success rate, substantially outperforming the Big Four average. This gap reveals both the possibility and importance of excellence in voice support.