How Financial Institutions Can Prioritize Customer Experience While Navigating Complex Regulations

In a new article for CXOToday, Prasoon Gupta, Consultant – Customer Experience at Brillio, discusses how financial institutions can simultaneously meet growing customer expectations for fast, frictionless banking and the ever-tightening demands of regulatory compliance.

He outlines how institutions can balance risk and innovation by adopting a strategic digital plan that leverages cloud, AI/ML, and advanced data analytics. By integrating solutions like Salesforce Financial Services Cloud and nCino, banks and credit unions can modernize their compliance frameworks while providing seamless digital customer journeys, from KYC and credit scoring to loan origination.

As the BFSI sector faces increasing pressures from regulatory bodies and customer demands, Prasoon emphasizes that cloud-based solutions and flexible CRM strategies are vital for enabling agile, scalable, and compliant growth.