Banking on experience: why 2026 will be the year of the customer
In its recently released 2025 priorities report, Forrester Research highlights a significant shift in focus among financial leaders worldwide. After years of prioritising cost-cutting and operational efficiency, banks are turning their attention toward something far more human: the customer experience.
According to Forrester’s findings, banking executives are increasingly aligning their strategic goals around delivering additional value to customers rather than simply doing more with less. This evolution signals a significant moment for the financial sector, recognising that customer loyalty and growth are driven not just by products or pricing but by the quality of the experience that surrounds them.
The digital experience takes centre stage
One key insight from the report is the emphasis on improving digital experiences. Banking leaders are investing in platforms that are more seamless, intuitive and designed to reduce friction at every step of the customer journey. From onboarding and account management to business services and ecommerce, the opportunity to create smoother digital touchpoints has never been greater.
This shift is particularly relevant for banks serving small business customers, a group that often faces unique challenges in managing their online presence and digital operations.
Empowering small businesses through simpler tools
At BaseKit, we’ve long recognised the importance of simplicity and accessibility in digital experiences. Our platform was designed specifically for small business owners who may not have the technical expertise or resources to build and manage their own websites or ecommerce stores.
By offering tools that help small businesses get online quickly and easily, banks can empower their customers to spend less time wrestling with technology and more time growing their business. In essence, one of the greatest gifts banks can give their small business customers is time – time to innovate, serve their own clients, and thrive.
Can we elaborate here on how we differentiate with a ‘less is more’ approach to tech, offering a less complex, no fuss experience that helps banks give time to value quicker? An experince they can also completely brand as their own, so they can customise it into their preferred customer exerience, via our flexible API, alongside other valuable services.
What’s next for banks in 2025
As financial institutions continue to pivot toward customer experience as a core differentiator, the challenge will lie in execution. How can banks turn insight into action and ensure their digital experiences genuinely make life easier for their customers?
The answer may lie in partnerships that combine financial expertise with purpose-built digital solutions. By integrating platforms like BaseKit into their offering, banks can extend their value proposition beyond traditional products and services, helping small business customers succeed online with simple, valuable experiences, while strengthening long-term relationships.