CCW Digital：2025年人工智能时代对银行业、金融业及保险业客户体验的再思考研究报告（英文版）

BFSI leaders see their customers as uncompromising ones, noting that they demand convenient digital and self-service options yet also seek 24/7/365 access to live agent support. These customers, similarly, seek a combination of speed and personalization when selecting a finance or insurance provider. More than nine-in-ten BFSI organizations acknowledge a challenge with customer churn and disengagement. Beyond a failure to achieve those dualities, this churn is a product of attractive offers f