Reimagining Customer Experience (CX) with AI

As AI adoption accelerates in Banking and Capital Markets (BCM), CX leaders are under increasing pressure to move beyond pilots and deliver tangible, enterprise-wide value. While AI is now the top technology investment driver in the sector, most generative AI proofs of concept still fail to reach production, revealing a persistent execution gap. This report brings forth real-world insights from a June 2025 CX roundtable hosted by EXL and Everest Group, identifying key strategies to help leaders bridge that gap.

The report outlines five core lessons to unlock AI’s full potential: prioritize early productivity wins, adopt flexible sourcing models, institutionalize responsible AI governance, implement Systems of Execution (SoE) to accelerate insight-to-action loops, and align on impact metrics to sustain momentum. It emphasizes that strategic advantage will come from deploying AI capabilities that are not just innovative but operationally scalable and regulatory resilient. Leaders can use this report to align stakeholders, overcome adoption friction, and deliver differentiated CXs in real time.