Digital acceleration: why tech alone won’t win loyalty

Most financial services leaders agree that technology will be the primary driver of customer experience in the next era of banking, insurance, and asset management. AI adoption now tops 78% in the sector, with 65% of customers expecting these innovations to deliver faster, more convenient service (Salesforce, 2025). 

But here’s the paradox: 82% of consumers still want more human interaction in their financial journey, and 59% believe many brands have lost touch with the “human side” of CX. Loyalty is declining, especially among younger, high-value customers, with the lack of empathetic or expert service as a chief reason.

Why is human connection still the deciding factor in brand loyalty?

Automation and agile platforms are essential, but the moment of truth for clients is still shaped by personal connection—whether it’s an advisor guiding a claim, a manager resolving a dispute, or a frontline agent responding to a privacy concern.

  • 61% of customers will switch providers after a single poor interaction, usually due to poor service or lack of empathy.

  • Only 43% of financial professionals feel truly ready for nuanced or emotional customer moments after traditional training.

What sets customer-centric brand leaders apart?

Compliance and empathy are both “must-haves” financial services. Together, they  are shaping the next frontier in financial brand loyalty. Leaders are turning to immersive, scenario-based training to prepare staff for technical compliance and the delivery of empathy in every high-stakes client conversation.

What do top financial brands do differently?

Top-performing financial brands distinguish themselves by moving beyond traditional training and compliance checklists. They immerse their teams in real-world scenarios—practicing empathy, regulatory decision-making, and problem-solving in critical moments. Leveraging AI-powered feedback and sophisticated experience analytics, they ensure every customer-facing employee is continually coached for sharper judgment and stronger relationships. 

  • Practice real scenarios, not just policies:
    Teams rehearse empathy and regulatory skill in KYC, AML, ESG, and advice situations—fixing gaps before they reach the customer.

  • AI-powered feedback:
    Personalized analytics drive smarter coaching for both service skill and judgment.

  • Customer experience (CX) analytics:
    Blend hard metrics (NPS, resolution time) with empathy and satisfaction insights.

The results are tangible gains for people and performance:

  • NPS gains of 22–30 points with immersive, real-world coaching (McKinsey, 2025).

  • Complaint and escalation rates drop by 20% or more with scenario-rich upskilling.

  • Customer retention and cross-sell rates grow as advisors deliver trust and expertise in every interaction.

What are the immersive upskilling solutions powering success?

CGS Immersive supports leading financial institutions with purpose-built technology for the human edge:

  • Cicero Roleplay:AIpowered scenario practice for advisors and service teams.

  • Cicero Assessment: Real-time skills measurement for compliance and CX.

  • Cicero Interview: Automated, scenario-driven hiring and talent mobility assessments.

  • CiceroXR: Lifelike, extended reality training for teams across digital, branch, and hybrid roles.

  • Manager dashboards & skills analytics: Actionable insights linking skill mastery, NPS, and regulatory performance in one view.

Bottom line: empathy can be accelerated with digital transformation

As digital transformation becomes table stakes, the true differentiator for BFSI brands will lie in how well your people make clients feel informed, understood, and protected, even as compliance and technology evolve.

Ready to put empathy and expertise at the heart of your client experience?
Explore the full infographic for sector benchmarks and playbooks, or connect with a CGS Immersive expert to see these solutions in action.