As monetary providers companies navigate a panorama marked by financial uncertainty, evolving buyer expectations, and speedy technological change, one factor is obvious: Expertise is a strategic driver of progress, differentiation, and resilience. Regardless of macroeconomic headwinds – from geopolitical tensions to sluggish international progress – optimism prevails. Most monetary providers companies anticipate strong will increase in tech spending over the following yr, signaling a transparent dedication to transformation.
Every year, Forrester engages with monetary providers leaders to know their evolving priorities. Our Priorities Survey, 2025 gathered insights from enterprise and know-how professionals throughout the globe, revealing how companies are aligning their methods to remain aggressive. The findings are captured in our newest report: Enterprise, IT, And Expertise Priorities In Monetary Providers, 2025. Listed below are the important thing takeaways.
Enterprise Models Are Steering The Tech Agenda
In a notable shift, 55% of monetary providers professionals report that tech funds possession now lies principally or completely with enterprise items, or is shared equally with IT. Solely 11% say IT retains full management. This decentralization displays a rising want for agility and responsiveness to buyer calls for. Nevertheless it additionally introduces new challenges round governance, integration, and long-term strategic alignment.
Buyer Expertise (CX) Takes Middle Stage
Enhancing CX has emerged as the highest enterprise goal throughout the monetary providers sector. This comes at a crucial time, as Forrester’s CX Index™ reveals a world decline in CX high quality in banking. But, whereas companies are targeted on progress, cost-efficiency ranks low, suggesting a strategic pivot from cost-cutting to worth creation.
To enhance CX, monetary providers companies are investing closely in digital expertise, aiming to have interaction prospects on their phrases — seamlessly, intuitively, and in actual time.
IT Priorities Are Aligned With CX Targets
The alignment between enterprise and IT priorities is stronger than ever. Enhancing IT capabilities to help CX is a high focus, with companies prioritizing:
- Modernization and consolidation of enterprise functions
- Agile and lean budgeting practices
- A shift from reactive to proactive IT operations
- Elevated use of AI-enabled software program improvement to spice up productiveness
These initiatives replicate a broader pattern towards high-performance IT, the place know-how evolves from being merely a instrument to turning into a strategic catalyst for steady enterprise enchancment.
Challenges Persist: Assets, Legacy Techniques, And Misalignment
Ambition is excessive, however execution is advanced. The highest challenges cited embody:
- Restricted assets
- Unclear targets and misalignment between departments
- Legacy methods and technical debt
Regional variations are additionally notable: European companies are extra involved about ability gaps, whereas APAC and North American companies cite useful resource constraints. Banking professionals spotlight an absence of buyer focus and insufficient efficiency measurement as key points.
Strategic Investments Mirror Evolving Calls for
To remain forward, monetary providers companies are investing in areas that align with each buyer expectations and regulatory shifts. Key funding areas embody:
- Monetary well-being initiatives
- Open finance and open banking
- Monetary marketplaces to broaden service choices and unlock new income streams
These investments sign a transfer towards ecosystem considering, the place collaboration, openness, and customer-centricity outline the following wave of innovation in monetary providers.
Subsequent Steps
The monetary providers trade is at a pivotal second. As know-how turns into extra embedded in each aspect of the enterprise, success will depend upon how effectively companies can align their methods, modernize their infrastructure, and ship significant buyer experiences.
Forrester is right here to assist. With data-driven insights, confirmed frameworks, and peer benchmarks, we empower monetary providers leaders to show ambition into motion. In the event you’re a Forrester consumer, you’ll be able to discover these findings intimately by downloading the report: Enterprise, IT, And Expertise Priorities In Monetary Providers, 2025. And should you’d like to debate how these priorities apply to your group, we invite you to schedule an inquiry or steerage session.
