Banks are under pressure from every direction: rising customer churn, increasing fraud, and the growing gap between what customers expect and what legacy systems can deliver.
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A new market report from Juniper Research and CSG explains how financial institutions can modernise operations and improve customer experience by moving from fragmented data environments to agentic AI and journey orchestration.
Key insights from the report include:
- Customer expectations are now “always-on” and omnichannel, and customers will leave if they don’t get seamless service.
- Legacy systems consume ~70% of IT budgets, limiting resources available for innovation.
- Consumers increasingly mistrust automated support: when routed to an AI agent, 54% feel the brand doesn’t care about them.
- Trust in AI improves when it resolves issues, uses clear language, and offers a smooth handoff to a human agent.
- Agentic AI enables systems to coordinate autonomously, reducing operational costs while improving compliance and fraud prevention.
- Orchestration is essential to unify customer data across systems so that both humans and AI can act with a full view of the customer journey.
If banks want to scale automation without eroding trust, this report makes one message clear:
Modern AI success depends on modernised data and orchestrated customer journeys, not disconnected tools.
Download the report to learn how banks can unlock agentic AI and deliver more efficient, secure, customer-first experiences.
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