銀行業、金融服務業和保險業 (BFSI) 的客戶體驗成長機會：2025-2026 年

CX Growth Opportunities in the Banking, Financial Services, and Insurance (BFSI) Industry 2025 to 2026

出版日期: 2026年05月28日 | 出版商:

Frost & Sullivan | 英文 30 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

隨著客戶需求和技術的快速發展，銀行、金融服務和保險（BFSI）產業正經歷重大變革時期。不確定的經濟環境使得金融決策更難以預測。

低利率提升了消費者的購買力。在銀行、金融服務和保險（BFSI）行業，這會影響消費者在住宅和汽車高價商品上的支出，而這些商品通常需要貸款和保險。 BFSI客服中心需要做好準備，以應對來自各個管道的大量諮詢。他們還需要進行宣傳活動來吸引更多客戶，並投資分析工具來幫助代理人完成貸款協議。

金融科技和比特幣等新型銀行和投資選擇正迫使傳統金融機構進一步現代化，以確保交易順暢無阻。

開放銀行和央行數位貨幣（CBDC）等趨勢為銀行拓展服務、推出高利潤產品創造了市場機會。另一方面，參與交易的公司和平台數量的增加也帶來了新的威脅，因此需要持續增加對網路安全的投入。

隨著全球監管環境的演變，持續監控資料在組織內部各種管道和平台上的流動變得至關重要，以保護客戶隱私並防止向客戶共用錯誤訊息。

本研究的主要目標是確定銀行、金融和保險（BFSI）行業客服中心環境中互動管道、應用程式和解決方案的部署計劃，並了解採購趨勢。此外，本研究也調查了影響產品選擇的因素。

我們對銀行、金融服務和保險（BFSI）客服中心的決策者和相關人員（總合n=150）進行了跨職能調查，這些決策者和利害關係人影響呼叫中心的採購決策，其中包括執行長、總經理、所有者、高階管理人員、中階管理人員等。調查涵蓋的國家包括澳洲/紐西蘭、巴西、法國、印度、墨西哥、菲律賓、阿拉伯聯合大公國、以色列、英國/愛爾蘭以及美國/加拿大。

研究目標和調查方法

綜合方法可以提供360度的觀點。
客戶調查的研究目標和調查方法

銀行、金融服務和保險業客服中心的市場環境

銀行、金融服務和保險業客服中心的市場環境

策略要務

確保業務永續營運和改善客戶體驗 (CX) 是全球銀行、金融服務和保險 (BFSI) 公司的首要任務。
提供無縫的全通路客戶體驗是全球客戶體驗領域的首要任務。
在全球範圍內，企業處理全通路客戶旅程的能力遠未達到客戶的期望。
全球選擇客戶體驗解決方案供應商的關鍵決策因素
通訊作為一種溝通方式，在全球範圍內越來越受歡迎。
全球客戶都在尋求高度個人化的服務，以感受到細緻周到的關懷。

銀行、金融服務和保險 (BFSI) 提供者正在利用人工智慧為其客戶創造價值。

未來兩年銀行、金融服務和保險 (BFSI) 行業人工智慧語音和聊天代理的升級計劃
生成式人工智慧技術在全球改善了關鍵領域
全球人工智慧在客服中心解決方案套件領域的投資

企業策略方向

附錄

成長機會驅動Growth Pipeline Engine™
為什麼經濟成長變得越來越困難？

未來計劃

成長機會的益處和影響
未來計劃

簡介目錄

Product Code: PG8F-76

The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile.

When interest rates drop, consumers have more buying power. In the BFSI industry, this impacts growth in consumer spending for big-ticket items, such as houses and cars, often requiring loans and insurance. BFSI contact centers need to be ready for more interactions across channels. They will also need to invest in analytics to create campaigns to attract more customers and empower agents to close the deal on loans.

New banking and investment options, such as fintech and bitcoin pressure legacy banking institutions to further modernize to ensure seamless transactions.

Trends such as open banking and central bank digital currencies (CBDC) generate market opportunities for banks to expand their services with higher-margin products. It also creates new threats, with more businesses and platforms involved in transactions, requiring continual investment in network security.

Changing regulatory landscapes around the globe necessitate continuous monitoring of data that moves across various channels and platforms in the organization so that customer information remains private and misinformation is not shared with customers.

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the banking, financial services, and insurance (BFSI) industry and to understand purchase trends. It also investigates the factors that influence product selection.

Decision-makers and purchase decision influencers of BFSI contact centers (total n=150) were surveyed across business functions, including CXOs, managing directors, owners, senior management, middle management, and others. Countries include Australia/New Zealand, Brazil, France, India, Mexico, the Philippines, the UAE, Israel, the U.K./Ireland, and the U.S./Canada.

Research Objectives and Methodology

An Integrated Approach Provides a 360-Degree Perspective
Research Objectives and Methodology of Customer Survey

Banking, Financial Services, and Insurance Industry Contact Center Market Environment

Banking, Financial Services, and Insurance Industry Contact Center Market Environment

Strategic Imperatives

Ensuring Business Continuity and Enhancing Customer Experience (CX) are Top Priorities for BFSI Companies Globally
Delivering Seamless Omnichannel CX is a Top CX Priority Globally
Omnichannel Customer Journey Capabilities Lag Far Behind Customer Expectations Globally
Top Global Critical Decision-Making Factors When Selecting a CX Solution Provider
Messaging for Communication is a Popular Choice Globally
Customers Globally Demand Hyper-personalization to Feel Looked After