“Adaptive Experiences Create Segments of One
Algorithmic personalization has become baseline expectation, with customers increasingly expecting products and services tailored to unique preferences. However, only 21% of banking customers report being fully satisfied with personalization they currently receive. Market leaders will pioneer next-generation adaptive customer experience interfaces where personalization emerges dynamically, with customer journeys shaped in real-time by agentic AI insights drawing on contextual data such as product search specifics or user behavior.”