Emerging Trends in Financial Services Customer Support for 2025

The financial services industry is at a crossroads. Traditional customer service models are under immense pressure to evolve, driven by changing consumer expectations, rapid technological advancements, and increasing competition from fintech disruptors. According to a recent PwC study, 82% of banking customers expect a seamless and personalized experience, yet only 38% feel their banks deliver on this promise.

Discover how to stay relevant and competitive:

• Adapt to heightened consumer demands: The need for personalization and security are two of the biggest factors members are looking for from their financial institutions.
• Improvements to be made: Omnichannel support is critical, but consumers also expect real-time responsiveness and proactive communication from their banking partners.
• Tools can help: Increase member satisfaction with the right tools, but first you need to know how to use those tools, what to look for, and how to get started.

Download the whitepaper today for practical advice you can use to stay competitive and get ahead of rising consumer expectations.