Are corporates really willing to pay higher fees for better service?
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In the past few years a lot has been said about corporates becoming more demanding and asking for better service and value from their banks. But this shift didn’t occur in isolation and much of it happened in parallel with the economic downturn that affected all of us and turned us into more demanding customers looking for a better or different value in the products and services we buy. This year Pegasystems commissioned a survey that explored the challenges around creating that valuable customer experience in the corporate banking world. In this article I’d like to present and discuss some of the results (we’ve received 61 survey responses from 38 banks, and 37 from corporates, for a total of 98 respondents).