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A THOUGHT LEADERSHIP PAPER WITH:
The banking and financial services sector is at a breaking point. Reactive contact center models inflate cost, widen operational risk, and erode customer trust, especially in regulated interactions where accuracy and consistency are critical.
Our latest whitepaper, produced in collaboration with ISG, outlines the structural CX shift and shows that forward-looking institutions are responding with predictive CX – an intelligence-led approach that identifies friction early and enables proactive intervention before issues escalate.
This whitepaper examines:
Understand how rising call volumes, long training cycles, and regulatory complexity are pushing reactive models beyond their limits
Learn how banks are using AI, behavioral data, and signal intelligence to detect issues earlier and reduce avoidable contact
See how CFOs, COOs, CX and Risk leaders view predictive CX as a lever for cost stability, compliance, readiness, and trust
Explore how early adopters target high-value journeys like fraud, payments, onboarding, and collections to drive measurable impact
Discover real-world examples of predictive outreach, guided execution, and workflow orchestration delivering improved recovery, lower cost-to-serve, and faster agent proficiency
Practical guidance for embedding predictive CX as an enterprise capability – not just a point solution
Many industries have moved from fixing problems to preventing them. Banking, despite its history of early technology adoption, continues to rely on reactive service models. As financial services become more transactional and customer tolerance declines, predictive engagement will become essential to maintaining trust and control.
ISG brings independent research and market insights into how predictive CX is reshaping BFS service models globally. ResultsCX provides the execution layer – helping banks convert early signals into real-time action through predictive outreach, agent intelligence, and operational agility. Together, through this whitepaper, we offer a clear view of what predictive CX looks like in practice and how to make it work at scale in regulated environments.
Predictive CX is no longer experimental. It is the foundational operational layer for BFS institutions seeking lower cost-to-serve, stronger compliance outcomes, and more resilient customer relationships. Institutions that act early will stabilize operations and build trust while those that remain reactive will continue to absorb rising cost and risk.
