Contact Center Digital Transformation in the BFSI Industry: A Customer Perspective, Global, 2023 to 2024 Updated Research Available

Strategic Objectives of this Study

Key Findings from the 2023 Contact Center Customer Survey—BFSI Industry Perspective

Customer Research Methodology & Respondent Profile

Scope

BFSI Industry Snapshot

Key Success Factors for BFSI Organizations

Disruption in the BFSI Industry

CX Strategic Priorities in BFSI

Improving Employee Experience Tops Organization Goals

Building Trust and Ensuring Customer Loyalty when Automating Interactions

Building Trust and Ensuring Customer Loyalty when Automating Interactions (continued)

BFSI Contact Center’s CX Technology Investment Imperative

Strong Outlook for CX Technology Investment

Voice Reins—Virtual Agents Ascend

Sentiment Analysis is Key for Delivering Enhanced CX with “Empathy”

Infusion of AI Across Contact Center Spectrum

Infusion of AI Across Contact Center Spectrum (continued)

Flexible APIs, CPaaS, and Programmability Enables BFSI Contact Centers to Add New Capabilities Quickly and Easily

Supporting Remote/Hybrid Work for Contact Centers Still Poses Challenge for BFSI Sector

Employee Experience (EX) is Crucial for Delivering CX

BFSI Contact Centers Struggle with High Attrition

Voice of the Employee Programs Leads Employee Engagement Initiatives in BFSI Organizations

Performance Management—Quality Monitoring is Top Investment for Employee Engagement

Flourishing Remote/Hybrid Models Offer Opportunities

Remote Workforce Resulted Employee Retention—Increased Revenue

Channel Dynamics—Last 12 Months

Asynchronous Channel Delivered Better Satisfaction

Cost of Implementation Thwarts BFSI Sector’s Omnichannel Customer Experience Ambition

Growth Opportunities for CX Solution Providers

Strategic Recommendations for BFSI’s CX Pursuit

Strategic Recommendation for BFSI’s CX Pursuit (continued)

Key Considerations for Vendor Partnerships

Recommendations for CX Solution Providers

Recommendations for CX Solution Providers (continued)

Leading Multinational Insurance Company Reimagines Vulnerable Customer Experience with Speech Analytics

Global Bank Revolutionizing Customer Experience—Pioneering Conversational Banking

A Leading Bank Adopts a Holistic Approach to CX Insights and Realizes Huge Savings

Leading US Bank Adopts Intelligent Virtual Agents—Cuts CallVolume in Half

Going Digital First—Century Old Bank Revolutionizes Customer Experience

Why is it Increasingly Difficult to Grow?

The Strategic Imperative 8™

The Impact of the Top 3 Strategic Imperatives on BFSI Customer Engagement

Growth Opportunities Fuel the Growth Pipeline Engine™

List of Exhibits

List of Exhibits (continued)

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