Position Paper | The next era of customer relations in banking: Blending human connection with technological precision

Since the public release of ChatGPT in November 2022, artificial intelligence (AI) has taken center stage in economic and societal debates—both for its revolutionary capabilities and the disruptions it may trigger in the job market.

A profound transformation is undeniably underway, one that will redefine the way businesses interact with their customers. But how can we anticipate the impact of these changes on customer relations in the financial services sector by 2030? What will the future of banking interactions look like?

To shed light on these questions, we interviewed approximately 100 customer relations professionals across various industries, including around 30 from the financial services sector—spanning retail banks, mutual banks, digital-only players, and neobanks.

The goal of this study was to contrast our insights with their perspectives, ultimately mapping out the future of customer relations in banking by 2030. Conducted between May and June 2024, the study highlights the key trends shaping customer relations in an environment of constant evolution.

Download the position paper and enjoy the reading!