October 12, 2021 | Stamford, CT — The annual Greenwich CX Leaders Awards recognize financial services leaders that excel in customer satisfaction, customer loyalty and creating an environment that is easy for the customer to do business.
As the banking industry experienced softening in client loyalty coming out of the pandemic, Greenwich CX Leaders found creative approaches to support their clients.
“Customers forced to utilize video calls and non-traditional channels found their banks rising to the challenge,” says Jacqueline Vose, Head of Client Experience and Community Banking at Coalition Greenwich. “The Greenwich CX Leader Awards recognize banks that accelerated their evolution to meet heightened customer expectations and create new meaningful customer interactions.”
Banks entered 2021 knowing banking relationships were up for grabs. This potential client attrition amplified the focus of delivering a superior client experience to help retain or win business during a time of stop-and-start economic reopenings and delayed returns to the office. Many of the Greenwich CX Leader award winners this year are community banks.
“Community banks were challenged with maintaining their renowned high standard of customer service while managing an influx of customers from PPP lending,” says Jacqueline Vose. “They met that challenge by replicating their proven relationship approach through new channels – creating a brand new ‘tech and touch’ model.”
2021 Greenwich CX Leader
- U.S. Commercial Small Business Banking - Camden National Bank, Live Oak Bank
- U.S. Commercial Middle Market Banking - BBVA USA (now part of PNC Bank), CIBC, Oxford Bank, Sterling National Bank, Webster Bank
- U.S. Retail Banking - Camden National Bank, CIBC, Oxford Bank
Click here for the list of 2021 Greenwich CX Leaders