AI in the BFSI sector: Transforming customer experience

In the rapidly evolving Banking, Financial Services, and Insurance (BFSI) sector, customer experience (CX) has become crucial for brand loyalty and business success. According to PwC, 73% of consumers believe that a good experience is key to their loyalty, underscoring the importance of CX for BFSI institutions. However, a report by Kapture CX highlights that 68% of CX leaders see customer service interaction as a significant grievance in the sector. To address these challenges, BFSI institutions are increasingly turning to Artificial Intelligence (AI) for solutions.