The banking industry is at a crossroads. As customer experience (CX) declines and margins tighten, bold decisions must be made. This complimentary Forrester report outlines the five most pressing changes shaping banking in 2025, and how leading banks are already responding.
In this complimentary Forrester report, you’ll learn:
- Why CX is still falling across the banking sector, and what to do about it
- How conversational banking will evolve with smarter AI
- Why “Save Now, Pay Later” could be the next big shift in customer expectations
- What real-time processing means beyond payments
- How next-gen banking core platforms will change the competitive landscape
Each prediction comes with data-backed insights and examples of early adopters.
Who should read this report:
- CIOs and CTOs in financial institutions
- Heads of CX, digital transformation, or omnichannel banking
- Innovation leaders looking to modernize core systems and customer engagement
- Strategy and operations executives seeking sustainable cost reductions
CX is the new battleground. But most banks are still playing by old rules.
With more digital self-service and fewer human interactions, banks are losing emotional connection with their customers. At the same time, legacy infrastructures and siloed systems prevent true innovation.
This report helps you reassess where you stand—and how to lead change.
Get your complimentary copy of Forrester’s “5 Predictions for Banking in 2025” and unlock fresh insights to reshape your customer communications and operational model.
