The Banking, Financial Services, and Insurance (BFSI) sector significantly contributes to Customer Experience Management (CXM) outsourcing revenue, approximately 20-22%. Knowing about BFSI CXM is crucial for CXM outsourcing providers and BFSI enterprises because it enables providers to develop tailored solutions and capture market opportunities, while helping enterprises stay competitive and make informed decisions.

In this report, we explore the BFSI CXM market landscape, offering comprehensive insights into the sector’s three segments: banking, insurance, and cards and payments. Each segment uncovers key outsourcing drivers, market trends, enterprise challenges, technical innovations, delivery landscapes, and industry-specific use cases.

The report aims to help BFSI enterprises navigate the CX outsourcing landscape effectively. It offers insights into industry-specific service offerings, technology trends, and geographical delivery distributions, empowering enterprises to make well-informed outsourcing decisions. Additionally, the report highlights the potential gen AI applications in the BFSI sector. It also assists providers in understanding enterprise pain points and refining their strategic approaches and investment initiatives to seize business opportunities.

Scope

• Industry: BFSI
• Geography: global
• Service: CXM
• This report is based on primary and secondary data collection, conversations with market participants, and fact-based research

Contents

In this report, we examine:

• Global CXM services market trends in the BFSI industry
• Key factors influencing CXM services’ growth in the BFSI sector
• Industry-specific trends, including enterprise challenges, technology tools, providers’ solutions, delivery trends, and potential generative AI applications across banking, insurance, and cards and payments segments

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management