2025 Vertical Market Study: Rethinking Banking, Finance & Insurance In The Age Of AI

Going into 2025, all but 1% of contact center leaders confirmed plans to maintain or increase their investment levels in the technology. Among banking, financial services, and insurance (BFSI) organizations, the AI gold rush is generating special interest.

On the one hand, they fervently crave – and frankly utterly require – the technology’s theoretical benefits. On the other hand, they are uniquely vulnerable to the technology’s most notable risks. 

How are BFSI organizations weighing their concerns? How will they leverage AI to address the most critical customer and employee demands and frustrations?

The product of research from exclusively within the BFSI community, CCW Digital’s inaugural vertical-specific market study answers these questions.

Topics include:

• Top demands of today’s BFSI customers and employees
• Key reasons BFSI companies are losing customers – and how AI can reverse that trend
• Biggest risk factors when considering AI investments
• Definitive insight into which BFSI issues require human support vs. which can benefit from self-service
• Forecast of the impact on AI on BFSI employee productivity and sentiment
• Future of concepts like “humanity” and “omnichannel engagement” in the BFSI experience