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1、TALKDESK RESEARCH REPORTTalkdesk 2024 CX in Banking survey:An industry benchmarkThe impact and influence of AI-powered experiencesThe Talkdesk 2024 CX in Banking Survey explores the progress banks and credit unions have made toward delivering more personalized services with artificial intelligence(A

2、I)and unifying customer experiences across communication channels and touchpoints.The goal of the research is to understand the impact of AI-powered customer experience(CX)technology on banking customer service operations.This includes the drivers,benefits,and barriers to implementing an omnichannel

3、 strategy that combines agent-led customer support with self-service options powered by AI.The survey examines the success factors for a fully unified customer experience powered by AI,and an industry-wide view of where banks and credit unions fall on the spectrum of CX maturity.Executive summaryKey

4、 Findings1.Banks and credit unions see CX as a key component to preventing customer churn in an unpredictable economic environment.Almost all respondents(97.5%)agree that CX has grown as a strategic priority at their organization over the past year,and the vast majority(82.5%)agree that it is a lead

5、ing driver of customer loyalty and deposit retention.2.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.3.AI has a significant impact on CX success.Respondents that state their organization has made progress

6、toward leveraging AI capabilities are more than twice as likely than those who state otherwise to believe:Delivering superior CX is a key differentiator for their organization(86.4%vs 39.7%)They can deliver consistent CX across channels(86.4%vs 38.3%)Their contact center is a meaningful contributor