72% of Indian BFSI leaders report growing demand for instant resolution; only one-third are redesigning workflows to meet It: Genesys and Dun & Bradstreet research
Genesys released findings from a new study conducted in partnership with Dun & Bradstreet examining the trends in customer experience across India’s Banking, Financial Services and Insurance (BFSI) sector. The report reveals a significant gap between the pace of rising customer expectations and the operational readiness of BFSI organisations to meet them.
Based on a survey of more than 100 senior leaders across India’s banking, insurance, NBFC, fintech and wealth management sectors, the study finds that BFSI is no longer competing against industry peers alone. It is being benchmarked against the best digital experiences customers encounter across any sector. Yet while 41% of BFSI organisations report CX is now a board-level priority and 66% are investing in AI-assisted agent productivity, critical gaps remain in the underlying infrastructure required to translate faster interactions into genuine resolution outcomes.
Key findings from the study include:
BFSI leaders say customer expectations have shifted to...
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