The BFSI sector is in a disruptive state as the needs of customers and technologies are rapidly evolving. Uncertain economic conditions make financial decisions more volatile. When interest rates drop, consumers have more buying power. In the BFSI industry, this impacts growth in consumer spending for big-ticket items, such as houses and cars, often requiring loans and insurance. BFSI contact centers need to be ready for more interactions across channels. They will also need to invest in analytics to create campaigns to attract more customers and empower agents to close the deal on loans.

Changing regulatory landscapes around the globe necessitate continuous monitoring of data that moves across various channels and platforms in the organization so that customer information remains private and misinformation is not shared with customers.

• How are new banking and investment options, such as fintech and bitcoin, driving legacy banking institutions to modernize and ensure seamless transactions?
• What impact will megatrends such as open banking and central bank digital currencies (CBDC) have on the generation of new growth opportunities for banks?
• Which growth avenues can help in expanding services with higher-margin products and what steps can you take to address challenges that necessitate continual investment in network security?