The CX Cast

Author: Forrester

Research-based guidance on how to manage customer experience (CX) at any organization an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how theyve overcome prevalent challenges managing CX in their organizations.
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442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences
Thursday, 2 April, 2026

AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Solo host Martin Gill speaks with principal analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI assistants for banking queries, why trust is shifting, and how AI‑powered search is reducing human traffic to brand websites. She also outlines the coming rise of agent‑to‑agent interactions and the backstage capabilities that banks must develop before conversational banking can scale.