CallMiner explores some of the top trends impacting financial services CX teams, and how AI can power improvements for 2025 and beyond.
The last few years have been defined by rapid economic shifts and constantly evolving customer expectations for financial services teams.
Macroeconomic challenges in global markets have forced financial firms to rethink how they approach customer experience (CX), often while working with tighter resources.
The latest findings from the 2024 CallMiner CX Landscape Report reveal a promising direction: artificial intelligence (AI) maturity is increasing within CX teams, particularly in the financial services sector.
Our latest white paper gives a roadmap for how industry leaders can take advantage of the latest AI advancements to enhance customer support, streamline operations, and empower frontline agents.
Top Trends for Financial Services CX in 2025
1. Rising AI Adoption and Maturity Among CX Teams
The Shift
According to the CX Landscape Report, 73% of financial services CX teams say AI technology is at least partially implemented in 2024 vs. 62% in 2023 (a 9% year-over-year increase). Not only are organizations implementing AI, but their understanding and capability with these tools are maturing.
How to Level Up
To further mature, teams should focus on achieving measurable outcomes with AI, especially in areas like compliance and risk reduction.
Automated quality assurance (QA) systems offer a way to evaluate a much larger percentage of customer interactions than traditional methods, helping organizations move beyond random sampling to fully data-driven insights.
2. Customers Still Prefer Personal Interactions
The Shift
Despite a push toward digital self-service, customers – across all ages – continue to prefer live interactions. According to McKinsey, a significant portion (57%) of organizations expect call volumes to grow by 20% in the next two years.
How to Improve
AI-driven scorecards provide insights into individual agent performance, enabling more targeted coaching and training from supervisors.
This focus on individual development enhances agent performance, which in turn improves customer satisfaction and loyalty.
3. Enhanced Employee Retention Through AI Coaching
The Shift
Retaining skilled CX employees has become an urgent priority, with retention challenges rising by 9% since 2023. Yet, 93% of CX leaders see AI as key to maximizing employee potential.
How to Make an Impact
Using AI, contact centre managers can develop one-to-one coaching and training programs tailored to team needs. This approach boosts employee satisfaction by focusing on personal growth and career development, reducing turnover, and fostering a culture of continuous improvement.
4. Embracing Automation for Greater Efficiency
The Shift
Automation has become a mainstay for analysing customer feedback. The percentage of teams who use mostly automated methods of analysing customer feedback grew 25% year-over-year. Financial service CX teams are now adopting AI to increase capacity and minimize manual, repetitive tasks.
How to Benefit
Conversation intelligence can provide real-time support to agents on complex calls and offer detailed post-call insights.
This frees up valuable time, allowing agents to focus on more nuanced customer interactions and strategic responsibilities.
5. Addressing the Needs of Vulnerable Customers
The Shift
Vulnerable customers – those facing financial or personal hardships – are a critical concern, especially as AI adoption continues to rise. One in two vulnerable customers say they seek a “human touch” during support interactions.
How to Respond
AI-powered real-time alerts can identify and flag signs of vulnerability, allowing agents to handle such calls with empathy and care.
Paired with post-call analysis, these tools help agents improve in areas like regulatory compliance accuracy and emotional intelligence, ultimately creating a safer and more supportive environment for at-risk customers.
Transforming Challenges Into Opportunities: A 2025 CX Roadmap
As financial services organizations plan for the future, they face a unique set of CX challenges. From managing high call volumes to supporting vulnerable customers, the demands on CX teams continue to rise.
However, the increasing maturity and utility of AI solutions like conversation intelligence can empower front-line employees and help organizations do more with less.
By investing in the right AI tools, coaching, and training, financial services can build a resilient CX framework that prioritizes both customer needs and agent well-being.
This blog post has been re-published by kind permission of CallMiner – View the Original Article
For more information about CallMiner - visit the CallMiner Website
About CallMiner
CallMiner is the leading cloud-based customer interaction analytics solution for extracting business intelligence and improving agent performance across all contact channels. Find out more about CallMiner
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
Author: CallMiner
Reviewed by: Megan Jones
Published On: 24th Jan 2025
Read more about - Guest Blogs, CallMiner
