From Transactions to Experiences in Banking: Why BFSI Must Shift to Experience Orchestration

In today's competitive landscape, BFSI institutions must shift from focusing solely on transactions to orchestrating seamless, personalized customer experiences. With 73% of consumers valuing experience as key to loyalty and AI driving efficiency and personalization, banks must overcome challenges like fragmented digital platforms and rising service expectations. This article explores why experience orchestration, enabled by AI and new KPIs, is critical for retention, growth, and long-term relevance in the banking sector.