Industry Research Report
Understanding the state of customer experience in the BFSI industry in India
India’s BFSI leaders are facing a new customer reality. Customers are no longer compare their banking, insurance, lending, or wealth management experiences against industry peers. They compare them against the best digital experiences they encounter every day like Amazon, Netflix or Uber.
As expectations for instant resolution, transparency, proactive engagement, and personalised service continue to rise, BFSI organisations are rethinking how they deliver customer experience (CX). But while AI, automation, and digital channels are accelerating, many organisations still face challenges rooted in fragmented data, legacy systems, and operational complexity.
In partnership with Dun & Bradstreet, The BFSI CX Reality Check: India Edition, brings insights from surveys of 100+ CX leaders across banking, insurance, NBFCs, fintech, and wealth management firms in India. It paints a complete picture of how the sector is responding to these pressures, where investment is being prioritised, and what will differentiate tomorrow’s CX leaders.
