CX Industry Council Report for Banking, Financial Services & Insurance (BFSI) Sector Historically, studies have shown that there is no such thing as loyalty in the world of financial services. However, these trends are now beginning to change. In the wake of the pandemic, effects are still being felt all across the financial services sector. Customers are changing their behaviour as their banking and insurance require change. For our first CFXO Industry Council for the BFSI sector, we invited key players in the financial services sector to come together and discuss the current challenges the industry is facing and how best to mitigate these.