1、12ForewordIn this Adobe 2025 AI and Digital Trends for Financial Services report,we examine how the growing gap between customer expectations and experiences presents challenges for organizations to keep up and opportunities for them to stand out.Driven by the desire to give customers meaningful dig

2、ital interactions that improve financial health,organizations are learning the value of connected data and AI-powered tools to capture insights that help deliver what their customers need.And while AI is helping to enhance customer experiences and break down barriers like siloed data that hold the i

3、ndustry back,organizations need to be aware of issues around governance,compliance,and privacy that can slow scaling of AI.Key findingsRetail banks focus on financial health while wealth and asset management firms modernize for younger customers.The financial services industry currently revolves aro

4、und understanding customer desires for meaningful digital interactions and modernizing experiences to help guide future efforts.With their wider portfolio of products and more frequent customer interactions,retail banks continue to focus on meaningful digital interactions around customers financial

5、health(50%)much stronger than the insurance sub-industry,which sits at only 41%.Meanwhile,given their older customer base,wealth and asset management firms are increasing their focus on the expectations of their next-generation customers.As millennials start to inherit wealth from their parents,45%o

6、f firms are modernizing experiences for these younger customers CNN reports millennials could become the richest generation in history,with as much as a$90 trillion wealth transfer.In the insurance sub-industry,with high competition from online brokers and comparison sites,38%of organizations are st