Hyper-Personalization Leads the Way in Banking Customer Communications Trends That Create a More Meaningful Customer Experience
In 2025, we’re ringing in the new year with change—not in how customers view banking—but in how banks and credit unions must now deliver communications.
We’ve seen a massive shift in financial institutions across the globe transforming their business by ‘going digital,’ with communications encompassing an omnichannel approach, personalization, and self-service capabilities. While this is a great start, it’s important to remember that in 2025, you will need to strategically broaden your digital transformation strategy efforts to meet the ever-evolving needs of your customers.
So, keep reading to learn about the modern customer’s unique needs and how to address them effectively with the top 5 banking customer communications trends for 2025.
1. Focus on Hyper-Personalization
As we enter 2025, financial institutions must prioritize integrating advanced customer communications management (CCM) technologies to take personalization to new heights. Because personalization isn’t just a trend; it’s necessary in today’s customer-centric market.
For years, a CCM solution would provide personalization through applied rules to define user segments or categories tailored to specific customers using historical data.
Today, banks and credit unions must take this one step further with hyper-personalization.
Hyper-personalization offers customers a highly customized experience using real-time data to capture customers’ needs and wants. And here’s where the exciting potential of generative artificial intelligence (GenAI) comes into play:
GenAI and hyper-personalization go hand in hand. Together, they leverage data-driven, predictive analytics to leverage tailored communications for a customer-centric experience. For example, GenAI ensures the data you use for customer communications is accurate. It manages everything from cleaning and extracting to integrating, cataloging, labeling, and organizing the data—all in real-time.
The best part? You can include relevant, individual product recommendations before customers know they need or want them to enhance loyalty, engagement, and satisfaction.
2. Accelerating Enhanced Omnichannel Integration
In 2019, Salesforce released the Third Edition State of the Connected Customer Report. In it, over 8,000 consumers in 16 countries indicated that they wouldn’t buy into an organization if they couldn’t access communications in the channel of their choice.
Cloud-based banking platform 10x Banking reported in 2023 that 64% of senior banking decision-makers admit that slow digital adoption has directly impacted their ability to acquire new customers.
These stats show that as we move into 2025, implementing a digital communications strategy to offer communications and support in a customer’s preferred channel has become an absolute ‘must-have’.
The future of omnichannel communications isn’t about keeping pace but taking advantage of new opportunities. Alongside the focus on hyper-personalization, an enhanced omnichannel strategy promises not only to benefit customer interactions but also improve:
- Customer Data Platforms: Focus on removing data silos that negatively impact seamless communications. Provide customers with smooth transitions between channels via a customer data platform (CDP) for an enhanced customer experience that generates crucial user data.
- Customer Interfaces: With the help of GenAI, identify customers’ past transactions or queries and send personalized notifications recommending specific products or services that might interest them.
- Cross-Channel Promotions: When implemented across channels, loyalty programs provide a compelling reason for customers to stay. By focusing on an enhanced omnichannel solution, you can create a more engaging experience with promotions for services, announcements, and deals that customers can access across all channels.
Do you want to stay ahead of the competition? If so, it’s crucial to prioritize the adoption of omnichannel communication strategies, tools, and technologies, especially regarding the breakdown of customer platforms and interface silos for a smooth customer experience.
3. Emotional Connections Remain King
Apex conducted research with over 3,000 customers from 20 leading American banks. Results showed that most customers want their bank to treat them with honesty and respect and that building an emotional connection with them could help win their loyalty.
Data from Forrester shows the potential for growth and success in implementing these strategies. Customers are 87% more likely to stay with (and advocate for) a bank if they’re made to feel valued. A 1-point customer experience (CX) Index score increase can create $123 million in revenue for a large multichannel bank and $92 million for a direct bank.
Establishing deeper connections with your customers is about more than just having a personalized experience over the phone or in-branch. It’s about tying that emotional connection throughout the entire customer journey at every touchpoint, whether via email, text message, chatbot, portal, or video.
The emotional connection you create with customers heavily depends on their personal experience with you. In 2025, you can achieve an emotional connection by creating a seamless experience across all channels.
4. Improved Self-Service Portals and Educational Content
Establishing an emotional connection with customers is crucial, but it’s important to understand that they also want autonomy in independently completing or accessing account information, transactions, and requests.
Self-service portals in 2025 will advance customer communications in many ways. They will include technology and tools, like chatbots and virtual assistants that can solve complex queries, offer tailored recommendations, and include AI-powered search capabilities.
In addition to advancing self-service portals, financial institutions must invest in, develop, and integrate educational content customers can easily access and use. Knowledge bases, interactive tutorials, videos, and financial literacy tools all help to enhance the customer experience and empower them to make informed decisions.
The benefits of self-service options are far-reaching. They empower customers, significantly boost engagement, help decrease the pressure on customer support teams and reduce overhead costs. They’re also available 24/7, ensuring a seamless customer experience.
5. Attention to Security and Compliance
Protecting customer data is more crucial than ever, and in 2025, regulations around compliance and security will only become more stringent. While hyper-personalization is exciting and innovative, the industry has yet to fully explore and understand the risks in managing or protecting your organization and your customer’s data.
The rise in GenAI highlights plenty of opportunities to streamline processes and decrease pressure on various teams. It’s crucial to ensure you continue to meet industry needs and expectations, including ethical considerations and other specific compliance risks.
Non-compliance will damage banks and credit unions in two ways:
- It impacts financial institutions themselves because non-compliance in 2025 results in heftier fines and, in some cases, severe legal implications.
- It affects your customers’ trust and loyalty. Safeguarding their information from cyber-attacks shows your organization focuses on adapting to and navigating through the unique challenges of 2025.
Security, Service, and Trust: 2025 and Beyond
Financial institutions have always focused on providing their customers with security, service, and trust. What they must address, however, is how they deliver communications to customers to enhance the customer experience.
While ‘going digital’ can set you up for success, you must dig deeper. Implementing strategies that consider the future of CCM solutions, like breaking down data silos, enhancing your omnichannel approach, and integrating hyper-personalization and self-service tools—all while prioritizing the customer experience for deeper customer relationships—will help guide you into 2025 and beyond.
Doxim is with you every step of the way! Contact one of our industry-leading experts today to start strategizing how you can grow into 2025 with seamless customer communications.