Technological Advances in CX and their impact on BFSI in Asia

Technological advances in banking, financial services and insurance (BFSI) have transformed CX in the sector. In particular, the application of artificial intelligence (AI), application programming interfaces (APIs) and machine learning (ML) has led to greater levels of personalisation and expansion of CX.

In this report, we look into:

·     How consumer demand has evolved over the years

·     The development of conducive ecosystems to support CX innovation in BFSI

·     The potential for further application of AI, APIs and ML for CX in the sector

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