AI in the BFSI sector: Transforming customer experience
By
Binu Mathew
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.