Fixing the CX disconnect: What customers really want in 2025

Personalization is expected. AI is everywhere. Loyalty is fragile. And trust? It’s make-or-break.

In this exclusive webinar, we unveil the results of Forsta and Watermelon’s newest study: a dual-market, multi-generational snapshot of what consumers really want from the brands they bank with and buy from. The findings expose critical truths: trust is the #1 decision factor in financial services, Gen Z is quick to switch for better personalization, and Boomers are disengaging from digital-first retail altogether.

Key topics include:

• Trust is the new currency in FS: 42% of US consumers say trust is the top factor when choosing a bank, more than price or convenience.
• The Personalization Paradox: 100% of consumers say they won’t share data again if a brand’s personalization falls short.
• Generational tension is real: Only 18% of Boomers will share personal data; 49% of Gen Z are willing, but only if they see value.
• Loyalty is on the line: 71% of Gen Z and 68% of Millennials say they’ve walked away from a retail purchase due to poor CX.