{"id":28994,"date":"2025-08-28T22:55:25","date_gmt":"2025-08-29T02:55:25","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/fixing-the-cx-disconnect-what-customers-really-want-in-2025\/"},"modified":"2026-08-31T12:19:40","modified_gmt":"2026-08-31T16:19:40","slug":"fixing-the-cx-disconnect-what-customers-really-want-in-2025","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/webinars\/fixing-the-cx-disconnect-what-customers-really-want-in-2025\/","title":{"rendered":"Fixing the CX disconnect: What customers really want"},"content":{"rendered":"\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<div class=\"wp-block-cover is-light\" style=\"border-radius:10px\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim\" style=\"background-color:#b39e9e\"><\/span><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1159\" src=\"https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1.webp\" class=\"wp-block-cover__image-background wp-post-image\" alt=\"\" data-object-fit=\"cover\" data-object-position=\"17% 31%\" style=\"object-position:17% 31%;\" srcset=\"https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1.webp 2560w, https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1-300x136.webp 300w, https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1-768x348.webp 768w, https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1-1024x464.webp 1024w, https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1-1536x695.webp 1536w, https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/WBN-0039-Fixing-CX-Disconnect_2560x1159_tile-1-2048x927.webp 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-pg-svg-image-2 aligncenter trigger-modal-videopopup has-white-color has-text-color has-link-color wp-elements-1\" align=\"center\"><a href=\"https:\/\/library.forsta.com\/forsta-webinars\/fixing-the-cx-discon?lb-mode=overlay&amp;page=1&amp;business_units=CX\" target=\"_blank\" rel=\"noopener\"><svg width=\"96px\" height=\"96.00px\" viewbox=\"0 0 24 24\"><use xlink:href=\"#svg-play-filled\"><\/use><\/svg><\/a><\/div>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component is-layout-flow wp-container-pg-theme-component-is-layout-8da69931 wp-block-pg-theme-component-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Personalization is expected. AI is everywhere. Loyalty is fragile. And trust? It\u2019s make-or-break.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this exclusive webinar, we unveil the results of Forsta and Watermelon\u2019s newest study: a dual-market, multi-generational snapshot of what consumers really want from the brands they bank with and buy from. The findings expose critical truths: trust is the #1 decision factor in financial services, Gen Z is quick to switch for better personalization, and Boomers are disengaging from digital-first retail altogether.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Key topics include:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Trust is the new currency in FS: 42% of US consumers say trust is the top factor when choosing a bank, more than price or convenience.<\/li>\n\n\n\n<li>The Personalization Paradox: 100% of consumers say they won\u2019t share data again if a brand\u2019s personalization falls short.<\/li>\n\n\n\n<li>Generational tension is real: Only 18% of Boomers will share personal data; 49% of Gen Z are willing, but only if they see value.<\/li>\n\n\n\n<li>Loyalty is on the line: 71% of Gen Z and 68% of Millennials say they\u2019ve walked away from a retail purchase due to poor CX.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a href=\"https:\/\/library.forsta.com\/forsta-webinars\/fixing-the-cx-discon?lb-mode=overlay&#038;page=1&#038;business_units=CX\" class=\"wp-block-button__link wp-element-button\" target=\"_blank\" rel=\"noopener\">Watch webinar<\/a><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":53,"featured_media":28995,"parent":0,"template":"","meta":{"disable_featured_image":true,"temp_reference":0,"temp_parent":0,"pathfactory_url":"https:\/\/library.forsta.com\/forsta-webinars\/fixing-the-cx-discon?lb-mode=overlay&page=1&business_units=CX","webinar_link":"","webinar_link_text":"","start_date":"2025-08-28 22:55:25","start_time":"","end_date":"","end_time":""},"resource-category":[39],"resource-topic":[219],"class_list":["post-28994","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-webinars","resource-topic-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28994","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/53"}],"version-history":[{"count":1,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28994\/revisions"}],"predecessor-version":[{"id":43821,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28994\/revisions\/43821"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/28995"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=28994"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=28994"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=28994"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}