What's shaping BFSI in 2026?
The leading trends, customer behaviors, challenges and priorities influencing CX across banking, financial services, insurance, and fintech
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We know CX practitioners across the board are working to improve the ROI of their work, integrate AI, and meet changing customer demands. For those in regulated industries, however, CX has additional demands to meet.
For those in banking, financial services, insurance and fintech, there are additional pressures around how AI is deployed, how risk and transparency work, and the regulations that bring it all together. Adding to these pressures, customers are more informed than ever before, starting journeys with intent and a strong idea of the outcomes they want. This places additional pressure on journey design, UX, and engagement.
Drawing on CX Network's annual research into the state of CX, this infographic displays the top trends, customer behaviors, strategic aims, and challenges facing practitioners in BFSI and fintech in 2026. To find out about what's happening in CX in the BFSI industry, download the CX Network report Back to basics: Getting onboarding, claims and service right in insurance.
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Find out more about what's shaping CX for BFSI and fintech professionals at the CX BSFI UK Exchange, 15-16 March, 2027
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This CX Network report explores how practitioners are overcoming the three challenges of AI agent integration. Featuring insights from workforce, service and product specialists at Roche Pharmaceuticals, LG Electronics, PowerPay, J.P. Morgan Chase & Co., New York Life and Botpress, as well as a case study from Super Dispatch, it explains how to build for complex tickets and real-world scenarios, how to reduce overheads without reducing headcount, and how to implement the guardrails that are essential to success.
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