Conversational CX Maturity in banking: How mature is your brand? 

Banks worldwide are making a shift to digital-first experiences that their customers are asking for. But how prepared and capable are they of succeeding? Find out in this benchmark report.  

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This image contains two parts: on the left, a smartphone screen shows a chat with "Bank Global." The message has a bolded heading "Looking for better cashback?" followed by "Hey Mark! Fill out this form to find out which cashback card would bring you the most rewards and get approved in a couple clicks!" with two buttons below: "Fill out the form" and "No thanks." On the right side of the image, a person wearing a mustard yellow sweater holds a yellow smartphone, standing in an outdoor setting with modern architecture visible in the background. An orange circular icon with a chat bubble and list symbol is positioned near the person.

Key takeaways about banking CX Maturity in 2025 

61% of banks struggle with privacy and security concerns  

Banking customers hesitate to use messaging for sensitive banking transactions and conversations, making it an obstacle for banks to adapt digital experiences.

83% of banks have adopted AI  

Banks have embraced the need for AI in conversational experiences, with most using it to conduct support experiences.

71% rely heavily on human agents for support

Despite the adoption of AI, majority of banks still rely heavily on human agents for customer support, supporting the claim that privacy and security is a major concern for users.

45% use live chat most frequently for banking support

Banks are exploring more and more digital channels, with live chat taking the lead as the most popular channel for support use cases.

How to ease banking experiences with a more mature approach to CX

With customers growing more accustomed to digital interactions with brands, banks need to offer dynamic, contextualized, and trustworthy experiences that they can access over their favorite messaging channels. Here’s how that looks like for a brand with high CX Maturity: 

The image displays a smartphone screen with a chat conversation from "Bank Global." A promotional message features an image of two gold credit cards floating against a dark background. The message reads: "Hey Christina! Travelling a lot lately? With our Travel Gold credit card, you can unlock travel rewards and lounge access in major airports! Click YES if you’d like to learn more about this offer." Below, there are two clickable options: "Yes" and "No, thanks." The user responds with a green message bubble saying "Yes."

Contextual and behavior-based offers 

Your customer data is filled with valuable insights that can help you with upselling and cross-selling, as well as offering customers the most relevant offers without coming off as spammy. 

AI-powered self-service support

Ease the load on human agents and allow customers to chat with an AI agent that can handle complex issues like loan quotes, applications, account questions and more. Always available when your customers need it most. 

A smartphone screen shows a messaging app conversation with "Bank Global." The user asks, "I need a $40,000 loan for a home renovation. What would be repayment plan look like?" The bank's automated assistant responds with a message explaining a suggested repayment plan based on the user's monthly income. The reply states: "For a $40,000 loan and based on your monthly income, we would suggest a repayment plan that would last 3 years and 4 months so that your monthly installments are manageable: Loan amount: $40,000, Duration: 42 months, Monthly payment: $1,056." The assistant then asks, "Would you like to fill out a loan application in chat or speak with an expert?" The phone interface includes a plus icon, a text input field labeled "RCS message," an emoji icon, and a microphone icon at the bottom.
Two smartphone screens are shown side by side. The left screen displays a voice call queue message with a black screen background and a pink banner labeled "Voice" with a sound wave icon. The text reads: "You’re currently 10th in the call queue. For faster service press 1 to chat with our agent." The right screen shows a chat conversation with "Bank Global." The bank assistant opens with, "Hi! I’m your banking assistant. How can I help you?" The user replies, "I’ve lost my debit card today." The assistant responds, "I’m sorry to hear that! First, I will block your card to prevent any fraud attempts. Do you want to block it permanently and issue a new card, or a temporary block?" The user replies, "Permanently, I’m sure it’s gone." The assistant confirms, "Sure, your card is now permanently blocked. I will now send a request for a new debit card to be sent to your home address on file. Would you like to update any contact information before I do this?" The user responds, "No, everything is the same." The phone interface shows the same message input area as in the first image with icons for attachments, emojis, and voice input.

Deflect calls to reduce waiting times

Deflecting calls to chat can ease the pain of waiting for a support agent and speeds up time to resolutions. Banks can then offer smooth service and allow agents (AI or human) to manage multiple queries at once. 

Complete applications in chat 

Speed up and simplify the process of accepting applications for loans, mortgages, new credit cards, and even opening accounts via messaging. Customers can complete forms right in chat, submit, and generate results that brings digital CX journeys to a higher maturity. 

The image shows a smartphone screen displaying a chat conversation with "Bank Global." The user sends the message "Apply Now." The bank replies, "Great! Let’s get your credit card application going. Click below to start," with a clickable link labeled "Apply Now." The lower portion of the screen shows an open credit card application form pre-filled with the name "Jane Smith" and email "j.smith@email.com ." A green button labeled "Continue" is at the bottom of the form.

What’s inside the report? 

A quadrant chart on a dark background measures Sophistication Maturity on the vertical axis from 0 to 100, increasing upward, and Journey Maturity on the horizontal axis from 0 to 100, increasing to the right. The bottom-left quadrant is labeled "Low CCX maturity" in pink, and the top-right quadrant is labeled "High CCX maturity" in pink. Four orange data points are plotted: "Americas" near the origin with low values on both axes; "EMEA" slightly higher on both axes but still near the origin; "Global score" further right around 70 on Journey Maturity and about 50 on Sophistication Maturity; and "APAC" highest on both axes, close to 70 Sophistication Maturity and 90 Journey Maturity.

This global benchmark report breaks down the CX Maturity of banks globally, as well as in the Americas, APAC, and EMEA regions. 

Inside, you’ll discover: 

  • The CX readiness of banks across the Americas, EMEA, and APAC 
  •  A deep dive into the 6 factors that influence CX Maturity 
  • How brands are investing in AI, automation, and orchestration tools
  •  Key takeaways and the gaps that hold banks back from maturing
  •  Expert guidance and strategies for banks to build stellar CX journeys

Whether you’re just starting to digitize or already using conversational AI, this report offers a clear roadmap to building smarter, more seamless customer experiences. 

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Download the report