The 3 Key Trends that will Transform the Financial Industry in 2025 🚀

What Are the Financial Industry Trends for 2025?

The IDC survey, commissioned by Twilio, revealed that data collected from customer interactions represents the main pillar for a fintech company to generate new revenue streams, increase loyalty and customer acquisition, and balance the physical-digital mix in the consumer experience.

To achieve these results, respondents stated that investments in Information Technology (IT) will increase by 11% in 2024 compared to 2023. This is because they want to keep up with the competition and prepare brands to compete with domestic and international players.

In this context, we have highlighted the most relevant insights from the survey on financial industry trends in Latin America and Brazil for 2025.

Trends in Latin America for 2025

Latin America is undergoing rapid transformation in the financial sector, with a significant increase in the use of Communication Platforms as a Service (CPaaS) essential to create efficient and personalized communication with consumers.

Below, we highlight the main trends that are expected to shape the financial industry in Latin America by 2025.

1. Personalization of the Customer Experience

Consumers expect more personalized experiences. By 2026, customer data platforms (CDPs), in combination with AI, are expected to enable up to 80% of real-time interactions, representing a significant breakthrough in scaled personalization.

The role of CPaaS in personalizing the customer experience is twofold:

• Facilitating the customization of interactions through real-time data.
• Using AI and predictive analytics to help companies connect with their customers in a more appropriate and contextualized manner.

For this reason, the financial industry is increasingly adopting technologies that ensure the delivery of specific content and services, essential for maintaining customer loyalty and improving outcomes.

2. Digital Security and Regulatory Compliance

With the increase in digital transactions, security in the financial sector is more important than ever.

CPaaS platforms offer several tools to strengthen this protection, such as multifactor authentication, SMS notifications, and data encryption.

For example, data protection regulations, such as the LGPD (General Data Protection Law), require companies to adapt to ensure the security and digital trust of their consumers.

CPaaS platforms align with legal compliance requirements for customer data security, thus promoting a trusted environment.

3. Investments in AI and Data Analytics

Artificial Intelligence (AI) and data analytics are increasingly being integrated into financial processes. CPaaS platforms offer the ability to automate tasks, personalize client communication, and analyze large volumes of data to identify behavioral patterns.

The use of AI in CPaaS platforms allows financial entities to provide more efficient and personalized communication while also helping reduce risks and fraud, which is crucial for this type of market.

For example, sending transaction authorizations and financial notifications can boost the trust of the public, such as account statuses, loan services, and fraud alerts.

Beyond CPaaS platforms, it's worth noting the importance of CDPs (Customer Data Platforms), which are responsible for collecting and analyzing customer data to deliver real-time insights.

At Clever IDEAS, we have the tools and technology necessary to overcome the technological challenges of the financial industry. Contact us today and transform how you do business.

The information presented in this article has been sourced from the blog of our strategic partner Twilio and written by Marcela Klein Twilion, combining expertise and vision to provide key perspectives on the future of the financial industry.