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BFSI in the age of the connected customer An industry snapshot by Genesys
Even before recent social and economic disruption fundamentally changed the way most customers engage with BFSIs, digital was already ripping up the rule book.
BFSI’s can no longer underestimate the demand for digital interactions. And when only 16% of customers rate their experiences with large firms as ‘excellent’, it’s clear more work is needed to meet the rising expectations.
In this eBook, explore some of the biggest customer service trends in BFSI today, and how to act and respond effectively to them.