India, June 24 -- The latest Genesys and Dun & Bradstreet Indian BFSI research report paints a clear picture of an industry under pressure. Across banking, insurance, NBFCs, fintechs, and wealth management firms, customer expectations are evolving rapidly, while many organisations are still working through the operational challenges needed to meet them.

Based on feedback from more than 100 senior BFSI leaders, the study shows that customer experience (CX) has moved beyond being a support function. It is increasingly becoming a boardroom priority. Yet the report also highlights a growing disconnect between ambition and execution. While organisations are investing in AI and digital engagement, many continue to struggle with fragmented data...