The latest OvationCXM report highlights some alarming trends that banks and credit unions can no longer ignore. As many as 41% of respondents say they experience significant challenges navigating fragmented systems, often needing to work with multiple people or departments to resolve a single issue. Meanwhile, 45% cite long wait times and sluggish responses as ongoing pain points.
“Our 2025 Business Banking CX Report confirms what banking clients tell us — decade-old legacy systems and data silos make it nearly impossible to provide seamless experiences to customers,” said Alfred Kahn IV, CEO and founder of OvationCXM. “They’re telling us loud and clear that the fragmented experiences caused by internal and external partner silos are no longer acceptable. As the report shows, personalisation isn’t a luxury; it’s an expectation.”
The onboarding process is especially problematic, with just 31% of businesses reporting a smooth start. Furthermore, one in four businesses abandon onboarding altogether, never activating the products they initially signed up for. These breakdowns in the early stages of the customer journey signal lost revenue and point to a broader issue of disjointed internal processes.
As many as 56% report engaging with two to three teams to resolve a single issue. In comparison, 91% are routinely asked to repeat their information across interactions—an experience that erodes trust and patience.
Expecting faster, smarter service
According to the report, 41% expect issue resolution within 24 hours, and 82% say they’ll take their business elsewhere if they don’t solve their problems within three days. There’s also a growing appetite for personalisation: 38% of business owners want proactive product recommendations tailored to their needs, yet only 44% feel understood by their financial institutions.
The solution, the report argues, lies in journey orchestration technology. By breaking down silos between departments, systems, and external partners, banks can consolidate customer data into a single, actionable view. This unified approach allows AI-driven tools to proactively guide customer journeys, minimising delays, reducing friction, and improving satisfaction.
The payoff is clear: lower churn rates, more engaged customers, better onboarding experiences, and stronger revenue performance.