Talkdesk 2024 CX in Banking survey: An industry benchmark

Cx In Banking Survey Industry Benchmark

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Unlocking the Power of AI and Omnichannel Strategies in Banking CX.

The Talkdesk 2024 CX in Banking Survey dives deep into the progress made by banks and credit unions in enhancing customer experiences through AI and unifying communication channels. The report uncovers the impact of AI-powered CX technology on banking customer service operations, including the drivers, benefits, and barriers to implementing an omnichannel strategy that combines agent-led support with AI-driven self-service options.

Key findings:

  • More than half of respondents (56%) expect their company to increase their investment in CX technology by 10% or more over the next three years.
  • Improving digital service with AI is the most often cited (59%) CX technology initiative by respondents who are increasing investment.
  • On average, 81% of financial institutions expect that all support interactions will be resolved at first contact within three years.