Our 5 for 25
In 2025, we anticipate a shift in Financial Services transformation from focusing primarily on improving essential operational systems to placing an increasing emphasis on enhancing customer engagement. This evolution is driven by increasing regulatory demands, advancements in data and personalisation, and the commercial need to meet or exceed customer experience expectations.
At Life Moments, customer engagement is at the heart of what we do. We've identified five key themes that we believe will define industry leadership and serve as focal points for innovation. We are committed to driving the debate forward on these themes.
Throughout 2025, we will be producing content and hosting events & roundtables to discuss and explore these themes. As events are finalised, we will share registration details here, so be sure to stay updated.
1. Financial Inclusion
Financial inclusion will take centre stage in 2025, more than ever. We predict the detection of vulnerable customers will be top of mind for many firms, alongside improving accessibility and evidencing customer support. Advancements in these focus areas represent a natural evolution from the wellbeing initiatives of the past five years, aligning commercial goals, customer needs and growing regulatory requirements. Life Moments will be contributing to moving this discussion forward through a series of Financial Inclusion roundtables, exploring the power of accessible design and more.
1. Financial Inclusion
Financial inclusion will take centre stage in 2025, more than ever. We predict the detection of vulnerable customers will be top of mind for many firms, alongside improving accessibility and evidencing customer support. Advancements in these focus areas represent a natural evolution from the wellbeing initiatives of the past five years, aligning commercial goals, customer needs and growing regulatory requirements. Life Moments will be contributing to moving this discussion forward through a series of Financial Inclusion roundtables, exploring the power of accessible design and more.
1. Financial Inclusion
Financial inclusion will take centre stage in 2025, more than ever. We predict the detection of vulnerable customers will be top of mind for many firms, alongside improving accessibility and evidencing customer support. Advancements in these focus areas represent a natural evolution from the wellbeing initiatives of the past five years, aligning commercial goals, customer needs and growing regulatory requirements. Life Moments will be contributing to moving this discussion forward through a series of Financial Inclusion roundtables, exploring the power of accessible design and more.
1. Financial Inclusion
Financial inclusion will take centre stage in 2025, more than ever. We predict the detection of vulnerable customers will be top of mind for many firms, alongside improving accessibility and evidencing customer support. Advancements in these focus areas represent a natural evolution from the wellbeing initiatives of the past five years, aligning commercial goals, customer needs and growing regulatory requirements. Life Moments will be contributing to moving this discussion forward through a series of Financial Inclusion roundtables, exploring the power of accessible design and more.
2. AI Chat
The growing adoption of AI in financial services is set to revolutionise personalised customer interactions, and firms are keeping a close eye on developments. From the FCA’s AI Lab to a growing number of LLM powered chatbots, we see 2025 as a critical year for developing customer-facing AI propositions. AI can revolutionise emotional customer support, through AI agents enabling the delivery of empathetic digital guidance during significant life milestones. To support the industry with this transformation, Life Moments will be at the heart of these developments hosting and contributing to events, as well as publishing articles and whitepapers. Alongside this activity, we continue to develop our own propositions focused on life-moment agents.
2. AI Chat
The growing adoption of AI in financial services is set to revolutionise personalised customer interactions, and firms are keeping a close eye on developments. From the FCA’s AI Lab to a growing number of LLM powered chatbots, we see 2025 as a critical year for developing customer-facing AI propositions. AI can revolutionise emotional customer support, through AI agents enabling the delivery of empathetic digital guidance during significant life milestones. To support the industry with this transformation, Life Moments will be at the heart of these developments hosting and contributing to events, as well as publishing articles and whitepapers. Alongside this activity, we continue to develop our own propositions focused on life-moment agents.
2. AI Chat
The growing adoption of AI in financial services is set to revolutionise personalised customer interactions, and firms are keeping a close eye on developments. From the FCA’s AI Lab to a growing number of LLM powered chatbots, we see 2025 as a critical year for developing customer-facing AI propositions. AI can revolutionise emotional customer support, through AI agents enabling the delivery of empathetic digital guidance during significant life milestones. To support the industry with this transformation, Life Moments will be at the heart of these developments hosting and contributing to events, as well as publishing articles and whitepapers. Alongside this activity, we continue to develop our own propositions focused on life-moment agents.
2. AI Chat
The growing adoption of AI in financial services is set to revolutionise personalised customer interactions, and firms are keeping a close eye on developments. From the FCA’s AI Lab to a growing number of LLM powered chatbots, we see 2025 as a critical year for developing customer-facing AI propositions. AI can revolutionise emotional customer support, through AI agents enabling the delivery of empathetic digital guidance during significant life milestones. To support the industry with this transformation, Life Moments will be at the heart of these developments hosting and contributing to events, as well as publishing articles and whitepapers. Alongside this activity, we continue to develop our own propositions focused on life-moment agents.
3. Targeted Support
The pressing need to close the advice/help gap will gain momentum in 2025 as Targeted Support moves from idea to reality. This year starts with an active debate and we are excited to be contributing to the behavioural science and technology required to make Targeted Support a success. We expect to see the advice industry start to embrace Targeted Support, opening up new avenues for firms to engage, acquire and service customers who have historically been overlooked. Life Moments is helping firms to explore designing and delivering Targeted Support, using a People Like You project in collaboration with TISA, to learn and feed into the FCA.
3. Targeted Support
The pressing need to close the advice/help gap will gain momentum in 2025 as Targeted Support moves from idea to reality. This year starts with an active debate and we are excited to be contributing to the behavioural science and technology required to make Targeted Support a success. We expect to see the advice industry start to embrace Targeted Support, opening up new avenues for firms to engage, acquire and service customers who have historically been overlooked. Life Moments is helping firms to explore designing and delivering Targeted Support, using a People Like You project in collaboration with TISA, to learn and feed into the FCA.
3. Targeted Support
The pressing need to close the advice/help gap will gain momentum in 2025 as Targeted Support moves from idea to reality. This year starts with an active debate and we are excited to be contributing to the behavioural science and technology required to make Targeted Support a success. We expect to see the advice industry start to embrace Targeted Support, opening up new avenues for firms to engage, acquire and service customers who have historically been overlooked. Life Moments is helping firms to explore designing and delivering Targeted Support, using a People Like You project in collaboration with TISA, to learn and feed into the FCA.
3. Targeted Support
The pressing need to close the advice/help gap will gain momentum in 2025 as Targeted Support moves from idea to reality. This year starts with an active debate and we are excited to be contributing to the behavioural science and technology required to make Targeted Support a success. We expect to see the advice industry start to embrace Targeted Support, opening up new avenues for firms to engage, acquire and service customers who have historically been overlooked. Life Moments is helping firms to explore designing and delivering Targeted Support, using a People Like You project in collaboration with TISA, to learn and feed into the FCA.
4. Customer Understanding
Customer Understanding in the context of Consumer Duty, will transform how information is delivered to customers in ‘25. As regulatory requirements become more granular and data driven, the notion of “substantially compliant” will evolve too. We hope to see many Consumer Duty champions leading the way on more innovative and customer centric ways of enabling understanding. In March, we will be publishing our Investment Performance Disclosure research, conducted as part of our TISA involvement, which investigates innovative ways to improve customer understanding in the context of investing.
4. Customer Understanding
Customer Understanding in the context of Consumer Duty, will transform how information is delivered to customers in ‘25. As regulatory requirements become more granular and data driven, the notion of “substantially compliant” will evolve too. We hope to see many Consumer Duty champions leading the way on more innovative and customer centric ways of enabling understanding. In March, we will be publishing our Investment Performance Disclosure research, conducted as part of our TISA involvement, which investigates innovative ways to improve customer understanding in the context of investing.
4. Customer Understanding
Customer Understanding in the context of Consumer Duty, will transform how information is delivered to customers in ‘25. As regulatory requirements become more granular and data driven, the notion of “substantially compliant” will evolve too. We hope to see many Consumer Duty champions leading the way on more innovative and customer centric ways of enabling understanding. In March, we will be publishing our Investment Performance Disclosure research, conducted as part of our TISA involvement, which investigates innovative ways to improve customer understanding in the context of investing.
4. Customer Understanding
Customer Understanding in the context of Consumer Duty, will transform how information is delivered to customers in ‘25. As regulatory requirements become more granular and data driven, the notion of “substantially compliant” will evolve too. We hope to see many Consumer Duty champions leading the way on more innovative and customer centric ways of enabling understanding. In March, we will be publishing our Investment Performance Disclosure research, conducted as part of our TISA involvement, which investigates innovative ways to improve customer understanding in the context of investing.
5. Life Centricity
The financial services industry appears to be moving toward more life-centric approaches in proposition and product design. This shift reflects many of the underlying trends in the industry, and also aligns with our Life Moments vision for how firms can build loyalty and retain customers. With over six years of experience in designing for life outcomes via our Money Coach solution, we have unrivalled insights into how firms approach this theme. We believe 2025 will mark a turning point, with increased adoption by commercial teams and a reorganisation of roles to capitalise on this opportunity. As market leaders in the life centricity space, we are keen to support firms with this shift and provide valuable contributions to the wider debate. This is why we will be hosting our first life centricity hackathon in H2.
5. Life Centricity
The financial services industry appears to be moving toward more life-centric approaches in proposition and product design. This shift reflects many of the underlying trends in the industry, and also aligns with our Life Moments vision for how firms can build loyalty and retain customers. With over six years of experience in designing for life outcomes via our Money Coach solution, we have unrivalled insights into how firms approach this theme. We believe 2025 will mark a turning point, with increased adoption by commercial teams and a reorganisation of roles to capitalise on this opportunity. As market leaders in the life centricity space, we are keen to support firms with this shift and provide valuable contributions to the wider debate. This is why we will be hosting our first life centricity hackathon in H2.
5. Life Centricity
The financial services industry appears to be moving toward more life-centric approaches in proposition and product design. This shift reflects many of the underlying trends in the industry, and also aligns with our Life Moments vision for how firms can build loyalty and retain customers. With over six years of experience in designing for life outcomes via our Money Coach solution, we have unrivalled insights into how firms approach this theme. We believe 2025 will mark a turning point, with increased adoption by commercial teams and a reorganisation of roles to capitalise on this opportunity. As market leaders in the life centricity space, we are keen to support firms with this shift and provide valuable contributions to the wider debate. This is why we will be hosting our first life centricity hackathon in H2.
5. Life Centricity
The financial services industry appears to be moving toward more life-centric approaches in proposition and product design. This shift reflects many of the underlying trends in the industry, and also aligns with our Life Moments vision for how firms can build loyalty and retain customers. With over six years of experience in designing for life outcomes via our Money Coach solution, we have unrivalled insights into how firms approach this theme. We believe 2025 will mark a turning point, with increased adoption by commercial teams and a reorganisation of roles to capitalise on this opportunity. As market leaders in the life centricity space, we are keen to support firms with this shift and provide valuable contributions to the wider debate. This is why we will be hosting our first life centricity hackathon in H2.