Managing the customer experience during an M&A is critical — but 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 to understand that:
- M&As present a unique engagement opportunity
- Making customer experience a priority is essential
- The best M&A experience starts with an institution-wide commitment to earning the trust of acquired customers
Source: PwC. "Improving customer experience in M&A"