GenAI readiness: Banking, financial services and insurance industry
Over the next 12-18 months, 59% of BFSI customer experience management (CXM) leaders intend to invest more than $1 million in GenAI in order to drive operational efficiencies, reduce costs and improve customer experience. This result was 4% higher than the survey average for this question, which included CXM leaders from across the technology, travel and hospitality, telecom and media, retail and healthcare industries.
The survey results also show the predominant investments will be in non-voice channels followed by data and analytics and then customer support on voice channels.