Banking, Financial Services, and Insurance Industry Investments Survey 2022: CX Priorities and Investment Trends, The People Factor, CX and Digital Transformation – Yahoo Finance

Company Logo

Company Logo

Dublin, Oct. 26, 2022 (GLOBE NEWSWIRE) — The particular “Customer Experience at the Core of Digital Change in Bank, Financial Solutions, and Insurance coverage, 2022” report has been added to ResearchAndMarkets. com’s offering.

The publisher surveyed decision-makers in the BFSI industry to discover their investment plans over the next year. This study uses an integrated 360-degree research methodology to provide insights from end-user organizations, IT decision-makers, and influencers.

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted in order to working through home plus customers sought alternative means of interaction. Banking, financial services, and insurance (BFSI) businesses made major changes to their processes and technology to address the initial crisis.

Contact centers were busy far beyond capacity, and investments in self-service channels and the cloud accelerated. Plans for longer-term sustainability also had to develop to fend off new market entrants and improve the employee experience in response to the Great Resignation that has followed.

Not surprisingly, the pandemic had a significant impact on investments. Insights from the survey:

  • Traditional pain points for contact centers (such as being seen as cost centers or operating as silos) seemed to wane as BFSI organizations handled the surge in get in touch with volume in order to maintain their position because trusted partners.

  • The availability of new stations to improve the particular customer encounter means that security capabilities across the organization must be improved.

  • BFSI organizations are adopting the cloud to benefit from new technology, flexibility, plus reduced upfront costs.

  • BFSI organizations need to evaluate the optimal balance of the way they work/collaborate across teams and interact with customers. Key considerations include ensuring the stability, reliability, and security of their operations; training agents/supervisors on new applications; and persuading customers to use new interaction channels.

  • BFSI organizations are improving employee retention by providing flexible work locations/remote function options, creating a fun environment/corporate culture, empowering employees with solutions that will allow better decision-making, implementing a career growth strategy, and improving employee training and development programs.

This study is valuable for solution providers to better understand what each BFSI business seeks within delivering an excellent customer experience and BFSI organizations to benchmark themselves against the particular competition plus other industries.

Key Topics Covered:

1. Introduction and Research Methodology

2 . BFSI Industry Snapshot

  • Industry Snapshot

  • Disruption within the BFSI Business

  • Trends That Affect the BFSI Market

  • BFSI Modification

  • Looking Ahead – Advanced Features Enhancing Services

3. BFSI IT Decision Maker Customer Survey 2022 Results

  • Key Findings

4. Corporate Goals – CX and Digital Transformation

5. The People Element

  • The particular Great Resignation – The BFSI Industry’s Achilles Heel

  • Agent Attrition Rate in the BFSI Sector

  • What Makes Customer-facing Employees Happy?

  • Employee Engagement

  • Technology and Worker Performance

  • Frontline Workers’ Electronic Capabilities

  • Technologies for Frontline Workers

  • Communication and Collaboration

  • Frontline Employee Enablement

6. CX Priorities and Investment Trends

  • CX Priorities

  • Technologies Investments

  • Evaluating CX Initiatives’ Success

  • Obstacles to CX Objectives

  • CX Investment Drivers

  • Interaction Channels

  • Channel Integration

  • Omnichannel Encounter Challenges

  • Changes Over the Last Year

  • Customer Satisfaction

  • Conversation Solution Preferences

  • AI Systems

  • Analytics

  • Purchase Influencers

7. Conclusion

8. Appendix

  • Growth Opportunities Fuel the Development Pipeline EngineT

  • Why is it Increasingly Difficult to Grow?

  • The Strategic Imperative 8T

  • The Impact of the particular Top 3 Strategic Imperatives on BFSI Customer Engagement

  • Legal Disclaimer

For more information about this statement visit

About ResearchAndMarkets. com
ResearchAndMarkets. com is the world’s leading source with regard to international market research reports plus market data. We provide you along with the latest data upon international and regional markets, key sectors, the top companies, brand new products as well as the latest trends.

  CONTACT: CONTACT: ResearchAndMarkets. com Laura Wood, Senior Press Manager [email protected] com For E. S. T Office Hours Call 1-917-300-0470 With regard to U. H. / CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900