Simple CX Blog

The February 2025 Neobanks oCX Report offers insights into the customer experience landscape across digital banks. While individual rankings tell specific stories, broader patterns emerge when comparing the top-performing neobanks as a group against those struggling to break into the elite tier. or this analysis, we leveraged Observational Customer Experience (oCX), an AI-powered tool that analyzes real-time customer feedback across multiple sources, including reviews, social media posts, complaints, and chat interactions. Unlike traditional surveys, which can introduce biases and incomplete insights, oCX converts unstructured text into a quantifiable metric using advanced AI algorithms.

The digital banking landscape is evolving rapidly, and our latest 2025 US Neobanks Report reveals some significant shifts in performance among key players. Comparing data from our 2024 fintech report with the most recent findings, we observe a clear trend: most neobanks are making notable improvements in their customer experience and overall perception.

With NBA All-Star Weekend fast approaching, we’re taking a closer look at the fan experience in San Francisco. Our focus? Chase Center, the venue hosting the big event, nearby restaurants, and the best ticketing apps for securing seats.

Neobanks cater to digital-savvy customers who actively share their opinions online. Traditional customer feedback mechanisms, such as NPS or CSAT surveys, often fail to capture the complete picture due to low response rates and inherent biases. Here’s how oCX addresses these challenges

Voice of Customer (VoC) is the process of collecting and analyzing customer feedback to understand their needs, expectations, and pain points. Many companies mistakenly assume that VoC is limited to customer surveys. While tools like NPS® surveys provide useful insights, they do not constitute a full VoC program. A true VoC initiative goes beyond data collection to drive actionable improvements across the customer journey.

Customer experience tools play a significant role in shaping how businesses interact with and serve their customers. These tools provide insights, automate processes, and improve engagement, all of which contribute to long-term business success. Companies that invest in these solutions gain a competitive edge by understanding customer needs and acting on valuable feedback.

Every business, regardless of size, thrives on customer satisfaction. While established companies with vast customer bases often invest in customer experience software, growing businesses can benefit just as much—if not more. Implementing customer experience software early can set the foundation for sustainable growth and long-term success.

With NBA All-Star Weekend fast approaching, we’re taking a closer look at the fan experience in San Francisco. Our focus? Chase Center, the venue hosting the big event, nearby restaurants, and the best ticketing apps for securing seats.

Creating a customer centric culture means shaping every aspect of your business around the needs, preferences, and experiences of your customers. When companies prioritize customer satisfaction at every level, they build stronger relationships, increase retention, and drive long-term success.

Customer expectations are evolving rapidly, and businesses must adapt to meet these demands. Artificial Intelligence (AI) has emerged as a powerful tool in the customer experience (CX) space, enabling companies to deliver personalized, efficient, and meaningful interactions. From automating routine tasks to predicting customer needs, AI is redefining how businesses connect with their audience. Let’s explore the ways AI is influencing customer experience and why it’s becoming an indispensable part of modern CX strategies.