The Wipro and Coveo report on financial services highlights that rising consumer expectations and fintech disruption demand modern, AI-powered customer service. A survey of 4,000 consumers found Baby Boomers prefer human contact (52%) while Millennials and Gen Z favor self-service (40%), but all demand fast, frictionless, relevant support. FSIs face three main roadblocks: system upgrade backlogs, heavy investments in legacy tech, and regulatory complexity, with 82% citing misaligned search deployments. Solutions include iterative implementation, shifting focus to customer benefit, and adopting secure, AI-powered search. With 86% of stakeholders saying enterprise search must be as good as Google, the report urges FSIs to unify content, embrace AI, and modernize CX.

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