Australian Banking Customers Have An Appetite For Personalization

Forrester’s 2024 data shows that 65% of Australian online adults are interested in receiving overdraft alerts, 47% in a personal financial health scoring tool to track and improve their financial health, 46% in personalized financial insights, and 43% in personalized financial product offers based on their financial situation. With customer consent, personalization helps banks deliver the next best experience and drive engagement and loyalty. Banks should use context and technology to anticipate customer needs, engage customers proactively, and show that they know and care about their customers. This is a snapshot of our data on Australian consumers’ interest in personalized banking.