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The BFSI CX Reality Check Report: Next steps for India BFSI industry

The BFSI CX Reality Check: What India’s financial services leaders must do next

India’s BFSI customers now expect fast, transparent, proactive and personalised service across every interaction, whether they are banking, buying insurance, applying for credit, managing wealth or seeking support.

But while AI, automation and digital channels are accelerating CX transformation, many financial services organisations still face familiar barriers: fragmented data, legacy systems, operational complexity and the need to balance self-service with trusted human support.

Join Genesys and Dun & Bradstreet for a practical webinar that unpacks the latest findings from the report The BFSI CX Reality Check: India Edition, launched in June 2026. This will be followed by an expert session on how financial services firms can modernise customer service and move from standalone automation to orchestrated experiences.

What you’ll find:

• CX reality check across different sectors such as banking, Insurance, fintech, asset management, NBFCs
• AI adoption reality
• The future of BFSI CX belongs to orchestrated experiences not just standalone automation