Featuring:
Oliwia Berdak, Research Director
David Hoffman, Research Director
Show Notes:
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions. We discuss:
What is Forrester’s outlook for CX in financial services for the upcoming year?
Why is CX quality in banking expected to continue declining?
What should CX professionals in banks do to address the decline in customer loyalty and CX quality?