By Samantha Hillion Burns
Across the financial services sector, the pressure to deliver exceptional customer experience – while also meeting intensifying regulatory demands – has never been more acute. Insurance, banking, and pension fund firms face rising customer expectations, disruptive competition through AI and digital innovation, and mounting regulatory scrutiny. Leaders agree in principle that customer centricity is critical, but too often, execution falters – and trust erodes.
According to studies by Bain & Company and Capgemini, while 75–80% of companies believe they deliver a superior or customer-centric experience, only 8–30% of customers agree. This isn’t merely a perception gap; it’s an execution failure.
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