DCX

The next growth battle in banking will be won on CX

As customers navigate increasingly complex financial decisions, they expect more than seamless digital interactions. They expect trusted, personalized experiences that combine the efficiency of AI with the confidence of human expertise. Meeting these expectations is now critical to building loyalty and sustaining growth. The shift is clear:

84% of executives globally view CX as a growth driver, rising to 88% among banking executives
who consider it central to their growth strategy.

AI is transforming banking CX at speed and scale

Customers are increasingly comfortable with AI agents handling routine banking tasks, creating opportunities to reduce friction across onboarding, servicing, and everyday interactions. For banks, AI-driven CX transformation is delivering significant value across multiple dimensions, particularly in improving front-line employees’ productivity.

These data show that banks are actively scaling agentic AI in CX, using it to reduce friction in low‑value, transactional customer interactions.

96%
of front-line associates plan to expand Gen AI use over the next two years to enhance CX

50%
of banking executives are scaling AI across customer service channels and customer-facing functions

33%
of consumers would trust AI to complete loan and credit card applications within the next three years

28%

of banking executives have enabled agentic AI in CX activities, exceeding the cross-industry average

Customers expect one bank. They experience many.

Fragmented customer journeys across channels remain the biggest barrier to effective banking CX and are expected to become an even greater challenge in the years ahead.

40%
of banking executives cite fragmented customer journeys as the biggest CX challenge, with 58% expecting it to worsen over the next three years.

87%
of banking executives globally say simplifying customer journeys is critical to improving
satisfaction and loyalty.

A widening perception gap exists between banking leaders and their customers. While executives are confident in the experiences they provide, customers remain less convinced.

96%
of banking executives believe customers would recommend their brand based on CX, compared with just 48% of customers who actually do.

57%
of consumers expect personalized experiences, yet only 23% of organizations prioritize personalization in their CX strategy.

Trust, human expertise and the future of banking

Even as AI adoption accelerates, banking customers continue to value human expertise for complex financial decisions, while AI is transforming frontline operations to deliver more consistent and efficient experiences.

72%
rank human support among their top three preferred interaction channels .

59%
rank GenAI-powered bots among their top three preferred channels.

Customers show a clear preference for hybrid experiences that combine human expertise with AI-powered convenience.

Human interaction remains a powerful differentiator in banking CX. Globally, 36% of customers are willing to pay a premium for support from front-line staff today, with an additional 35% willing to do so within the next three to five years, underscoring the enduring value of human expertise in high-stakes financial decisions.

“For personal financial decisions, customers place greater trust in human professionals than AI‑driven bots.”
Hitender Sachdeva
Head of Merchant Service, Products and Payments at Scotiabank

How leading banks are building human-led, AI-powered CX

Incremental improvements will not be enough to meet the next era of customer expectations. Banks must embrace bold, AI-powered reinvention.

Success will depend on making a few critical choices: defining clear CX outcomes tied to business value, aligning the organization behind a shared transformation agenda, and designing experiences optimized for both humans and AI. Leading banks will balance automation with human expertise, break down fragmented customer journeys, build intelligent ecosystems, and continuously evolve through customer feedback, all underpinned by trusted, secure, and AI-ready data foundations.

Contact us if you would like to discuss what the report’s key findings mean to your organization. We would be happy to arrange a customized presentation just for your team.

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Client stories

Making it real: How banks are transforming CX with Capgemini

Challenge
Create highly personalized customer engagement across products, channels, and customer journeys.
Solution
Capgemini helped design and implement an AI-enabled offer management platform delivering hyper-personalized customer experiences.
Business Impact
• 3x increase in personalization
• 60-70% reduction in offer creation time
• 75% reduction in approval time
• Reduced operational costs by $750K annually

Read more >

Challenge
Improve customer journeys, simplify operations, and reduce contact center costs.
Solution
Capgemini conducted a comprehensive service experience transformation across key banking journeys.
Business Impact
• 8-10% operational savings
• Reduced customer complaints
• 10% reduction in service handoffs
• Improved customer and employee experiences

Read more >

Challenge
Improve customer-centric credit decisioning and accelerate decision-making.
Solution
Capgemini developed a centralized AI-enabled credit decisioning platform that integrated data and improved credit assessment processes.
Business Impact
• $700M increase in available credit
• $200M reduction in high-risk exposure
• 50% reduction in processing time
• Faster, more customer-centric decisions

Read more >

Go beyond the client stories and explore Capgemini’s expert’s perspective on reimagining
customer experience.

Read the expert perspective

Meet our experts

Chandramouli Venkatesan
Global Head of Digital Customer Experience and Front Office COE | Financial Services
Chandra leads the Front Office transformation portfolio (marketing, sales and customer service) and serves banking and capital markets clients. He focuses his work on customer experience and helping financial institutions transform marketing, sales and customer service into more customer-centric organizations with an emphasis on experience strategy design, technology and data. Chandra has deep experience driving CX transformation for retail banks, payments companies, wealth management and capital markets firms.
Vinay Patel
AI Contact Center Transformation Lead-Banking | Financial Services
Vinay is a Sr. Director at Capgemini with 25+ years of experience transforming contact centers for BFSI clients. My focus is simple: help organizations deliver seamless, modern, and differentiated customer experiences across every channel.
Ellwood Neuer
AI Contact Center Transformation Lead-Insurance | Financial Services
Ellwood Neuer work with banks, wealth firms, insurers, and other large organizations when service costs are increasing, customers are struggling, agents are dealing with too many disconnected systems, or AI initiatives are not delivering real results.