Forrester Report: The Future of Digital Experiences in Banking
How Emerging Technologies Will Transform Digital Banking Experiences Over the Next Decade
Analyst Report
Aurelie L’Hostis, Principal Analyst, Forrester
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences. As a result, digital banking experiences are evolving to become more assistive, anticipatory, and agentic, empowering consumers in unprecedented ways.
Emerging tech will accelerate the transformation of digital banking experiences:
- Deliver modern interfaces that make experiences more intuitive and human-centered
- Amplify consumer understanding
- Enhance decisioning and automate experience orchestration and delivery
- Reduce latency and accelerate the speed of digital experiences
Banks and Platforms will empower consumers with future digital experiences:
- Three-phased evolution: Assistive experiences to anticipatory experiences to agentic experiences
- Trust will heavily influence the degree of permission, autonomy, and service
- Banks will no longer own the end-to-end customer experiences
Prepare for the future of digital experiences—starting NOW:
- Define a clear digital experience strategy
- Design your interactions and experiences well
- Modernize your data and AI strategy infrastructure
- Implement ethical data practices and solid, responsible AI governance
- Transform your technology foundation
- Design an adaptive operating model aligned to changing demands