Customer engagement is a high-stakes operation for financial services companies entrusted with customers’ life savings, insurance coverage, refinancing, and more. As an industry built on trust, financial institutions can demonstrate their commitment to customers with every well-timed interaction or relevant message.

The 2025 Financial Services Customer Engagement Review examines key trends for financial institutions in 2025. In this Braze analysis, uncover:

• The top trends in customer engagement for financial services in 2025, including how brands can use them to build trust with customers.

• Strategies for identifying blind spots in understanding customer sentiment that hinder long-term connection.

• How a modern tech stack enables personalized experiences and more robust customer segmentation.