Indian companies are willing to go for continuous expenditure on AI-based solution for customer care, Albert Nel, Senior Vice President (APAC & JAPAN), Genesys, has said. In an interview with businessline, on the sidelines of Xperience, Nel also gave details about strategy for multilingual mechanism to serve various regions of the company.
The March 2026 study report by Genesys and Dun & Bradstreet found that 72% of BFSI leaders say customers now expect instant resolution, however, there are issues about operational readiness. What about other sectors?
We track, and we have got our State of CX (Consumer Experience) report that covers other industries as well, but that was specifically for BFSI. We still see that as one of the largest and most critical industries, where customer experience is important.The report came out with an alarming number. Customers’ expectations for resolution time is extremely high, and that is where a lot of the banks, especially in India, is struggling in terms of how they meet those expectations. Because India as a country is seeing the impact of AI, as we found through a different report. AI will significantly change how customer service will be delivered, and how companies, especially in a highly regulated space like BFSI, are going to adapt to customer experience while still complying to the regulations as well
