Tackling the erosion of banking customer experiences in 2025: a discussion featuring Forrester

Episode 30 of Banking Reinvented is the first in a three-part series exploring Forrester’s Predictions 2025 report for banking.

In this episode, host Tim Rutten is joined by Backbase Founder and CEO Jouk Pleiter, as well as guest speaker Huard Smith, Principal Analyst at Forrester. Together, they discuss one of Forrester’s predictions for 2025: the continuing decline of banking customer experiences. They also analyze strategies for overcoming legacy systems, the rise of progressive modernization, and the growing role of AI in banking.

Tune in to learn how adopting an engagement banking platform can help banks create the personalized experiences that customers now expect. 

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(00:00) - Welcome to the Banking Reinvented podcast

(01:47) - Introduction to Huard Smith

(04:54) - What is causing organizational inertia?

(07:12) - The evolving regulatory landscape 

(11:56) - Forrester’s predictions for 2025 

(15:58) - AI and personalized customer experiences

(21:39) - Lessons from fintech disruptors 

(28:25) - The need for progressive modernization 

(33:01) - Adopting an engagement banking platform

(36:00) - Key takeaways 

(38:24) - Episode wrap-up