Personalisation in Financial Services: Meeting Evolving Consumer Expectations

“Make it personal” isn’t just advice; it’s the future of FinServ. Yet 44% of global banking customers feel like their interactions with financial institutions lack that personal touch. Yikes. No wonder nearly half of these businesses are struggling to maintain loyalty.

Companies Leading the Way

It’s not all doom and gloom, though. Companies like Accord Mortgages are rewriting the narrative. They captured over 10% of the UK broker market and hit a Net Promoter Score (NPS) above 80 by prioritising personalisation. 

Their approach included building a strong database of prospects and connecting with them in meaningful ways. They addressed their customers' unique needs and preferences.

Technology for Personalisation at Scale

The future of personalisation in FinServ lies in technology. Tools like generative AI and advanced analytics are enabling businesses to create tailored customer journeys at scale. For instance, Better.co.uk crafted 15 personalised journeys for customers, leading to a 50% increase in meaningful interactions. This kind of targeted approach not only enhances customer satisfaction but also drives retention and growth. 

HubSpot’s suite of tools makes personalisation scalable and impactful, empowering businesses to deliver the experiences customers expect. At IFT, we’re here to help you implement and optimise HubSpot’s capabilities. We want you to be able to stay competitive in a rapidly evolving market. 

Let’s make 2025 your year of personalisation success.

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