Many financial institutions assume customers giving high NPS, CSAT, or CES scores are loyal. But data and real-world cases show otherwise. Support EXP’s new “Beyond the Score” approach addresses this industry blind spot by combining CX metrics with sentiment analysis of customer comments — revealing early-warning signals and helping leaders act before relationships are lost.
Support EXP Launches “Beyond the Score” to Help Financial Institutions Spot Risks Hidden Behind Good CX Scores

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