CX priorities and investment trends, The human factor, CX and digital transformation


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Dublin, Oct. 26, 2022 (GLOBE NEWSWIRE) — The report “Customer Experience at the Core of Digital Transformation in Banking, Financial Services, and Insurance, 2022” has been added to from offer.

The editor surveyed BFSI industry decision makers to find out their investment plans over the next year. This study uses an integrated 360-degree research methodology to provide insights into end-user organizations, IT decision makers, and influencers.

When COVID-19 shutdowns in early 2020 forced businesses to shutter physical locations, demand for digital options soared as employees shifted to working from home and customers sought other ways to work. ‘interaction. Banking, financial services and insurance (BFSI) organizations have made major changes to their processes and technology to deal with the initial crisis.

Contact centers were busy well beyond their capacity, and investments in self-service channels and the cloud accelerated. Longer-term sustainability plans also had to be developed to fend off new market entrants and improve the employee experience in response to the big resignation that followed.

Unsurprisingly, the pandemic has had a significant impact on investments. Insights from the survey:

  • Traditional contact center issues (like being viewed as cost centers or operating as silos) seemed to fade as BFSI organizations managed increased contact volume to maintain their position. trusted partners.

  • The availability of new channels to improve the customer experience means that security capabilities across the organization need to be improved.

  • BFSI organizations are embracing the cloud to benefit from new technologies, flexibility, and reduced upfront costs.

  • BFSI organizations need to assess the optimal balance of how they work/collaborate across teams and interact with customers. Key considerations include ensuring the stability, reliability and security of their operations; train agents/supervisors on new applications; and persuade customers to use new channels of interaction.

  • BFSI organizations improve employee retention by providing flexible workplaces/remote work options, creating a fun company environment/culture, empowering employees with solutions that enable better decision-making, implementing a career growth strategy and enhancing employee training and development programs.

This study is valuable for solution providers to better understand what each BFSI organization is looking for to deliver a great customer experience and BFSI organizations to benchmark against the competition and other industries.

Main topics covered:

1. Introduction and research methodology

2. BFSI Industry Overview

  • Industry overview

  • Disruption in the BFSI industry

  • Trends Affecting the BFSI Industry

  • BFSI conversion

  • Looking Ahead – Advanced Feature Enhancement Services

3. 2022 BFSI IT Decision Maker Customer Survey Results

4. Business Goals – CX and Digital Transformation

5. The human factor

  • The Great Resignation – The Achilles Heel of the BFSI Industry

  • Agent attrition rate in the BFSI industry

  • What makes employees in contact with customers happy?

  • Employee contract

  • Technology and Worker Performance

  • Digital capabilities of frontline workers

  • Technologies for frontline workers

  • Communication and cooperation

  • Empowering Frontline Workers

6. CX priorities and investment trends

  • Customer experience priorities

  • Technology investments

  • Evaluate the success of CX initiatives

  • Obstacles to CX goals

  • CX Investment Drivers

  • Interaction channels

  • Channel integration

  • Omnichannel Experience Challenges

  • Changes over the past year

  • Client satisfaction

  • Communication Solution Preferences

  • AI Technologies

  • Analytic

  • Buy influencers

7. Closing

8. Appendix

  • Growth opportunities fuel the growth pipeline engine

  • Why is it increasingly difficult to grow taller?

  • The 8T Strategic Imperative

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

  • Legal disclaimer

For more information about this report visit

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