Everest Group recognizes iSON Xperiences as a key player in the BFSI CXM landscape, highlighting our strong position in the EMEA region.
The Banking, Financial Services and Insurance (BFSI) sector is facing a customer experience revolution, driven by rapid digital transformation and evolving customer expectations, contributing to a new surge in interest in locations like Egypt and South Africa, regions that iSON Xperiences has leading expertise in, and a significant presence within.
iSON Xperiences’ expertise and presence in the EMEA region has been recognised by the Everest Group.
This is according to the latest report from Everest Group, “Future-Ready Customer Experience Management (CXM): Trends Driving the BFSI Industry,” which provides valuable insights into this evolving landscape, highlighting the significant growth of CXM outsourcing in the sector.
Decoding the Digital Shift: Key Takeaways from the Everest Group Report
The Everest Group report states that the global CXM outsourcing market in the BFSI sector reached a staggering US$23-24 billion in 2023. This seismic shift is fuelled by the sector’s need for cost optimisation, specialised services and cutting edge digital CX tools.
As a result, the demand for cost-effective, talent-rich solutions is higher than ever, leading many to explore the immense potential of attractive and lucrative locations like Egypt and South Africa.
Why is Nearshore Gaining Momentum in the BFSI Sector?
Nearshoring offers a compelling blend of benefits that traditional outsourcing models struggle to match:
- Access to a highly skilled, multilingual workforce
- Reduced operational costs without compromising quality
- Enhanced security and compliance
Our ongoing focus on BFSI CXM
The Everest Group report recognizes iSON Xperiences as a key player in the BFSI CXM landscape, highlighting our strong position in the EMEA region.
The report analyses the provider landscape, recognizing key players like iSON Xperiences, alongside organisations like Concentrix and Teleperformance. While the competition is fierce, iSON Xperiences has secured a strong position, demonstrating its commitment to delivering exceptional CXM solutions tailored for the BFSI sector.
This achievement is a testament to our focus and influence in the industry. In recent years, we have made significant investments to expand our service offerings and solutions specifically for the BFSI industry. Through the development of dedicated business units, we have cultivated deep expertise, experience, and bespoke technology platforms tailored to meet the unique challenges and opportunities within this sector.
As the BFSI industry undergoes a transformative shift driven by globalisation, digital advancements, and evolving customer expectations, we are poised to deliver exceptional value. We anticipate a growing demand for specialised services and digital tools focused on critical banking processes such as collections, lead generation, and customer verification. Our goal is to empower BFSI organisations to provide seamless, personalized, and secure banking experiences.
Furthermore, as the industry increasingly explores offshoring to optimise costs and access global talent, we are well-equipped to support these initiatives. Our proven track record and scalable solutions enable us to partner with BFSI clients in their journey towards operational efficiency and sustained competitiveness.
Here’s more examples of the impact we are creating:
- Bridging the Gap Between Talent and Opportunity: We recruit and retain a diverse and highly skilled workforce. Our range of offshoring hubs provide talented individuals with rewarding career opportunities while giving our clients access to a global talent pool that match the demographics of their end users.
- Delivering Tangible Business Outcomes: We go beyond simply answering calls and resolving queries. Our solutions are designed to drive measurable results, whether it’s increasing customer satisfaction, reducing churn, or improving operational efficiency.
- Building True Partnerships: We excel in forging long-term, collaborative relationships with our clients. We Your unique challenges are met with tailored solutions from our team of experts.
Is Your CX Strategy Ready for the Future?
The BFSI landscape is evolving at an unprecedented pace. Compliance requirements are more onerous, customer expectations are higher than ever, competition is fierce, margins are decreasing and the pressure to innovate is relentless.
Ask yourself:
- Is your current CX strategy equipped to meet the demands of today’s digital-first global customer?
- Are you leveraging the latest technologies and best practices to deliver seamless, personalized experiences across all touchpoints?
- Are you maximizing the value of your CX investments?
Don’t let your CX strategy fall behind too far. You are invited to speak to an iSON Xperiences BFSI subject matter expert today to discuss how we can help you unlock the full potential of your customer experience and achieve indomitable success in the BFSI sector.
