Managing the customer experience during a M&A is critical — but it’s not always easy
Most financial institutions underestimate the need to engage and satisfy customers during a major transition like an M&A. However, it’s critical for financial institutions to understand that:
- M&As present a unique customer engagement opportunity
- Making customer experience a priority is essential
- The best M&A customer experience starts with an institution-wide commitment to earning the trust of new customers
Source: PwC. "Improving customer experience in M&A"