{"id":208310,"date":"2026-09-08T01:10:11","date_gmt":"2026-09-08T01:10:11","guid":{"rendered":"https:\/\/sinch.com\/blog\/predictions-services-financiers\/"},"modified":"2026-09-08T09:07:08","modified_gmt":"2026-09-08T09:07:08","slug":"predictions-services-financiers","status":"publish","type":"blog","link":"https:\/\/sinch.com\/fr\/blog\/predictions-services-financiers\/","title":{"rendered":"Que r\u00e9servent les services financiers pour 2026 ?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Financial services is entering an era where small gaps in customer experience are becoming much more visible to consumers. In this industry, customer communications often touch sensitive moments like managing money and making long-term financial decisions. People pay close attention to these interactions and remember when something feels unclear or out of place.<\/p>\n\n<p class=\"wp-block-paragraph\">Late last year, we released <a href=\"https:\/\/sinch.com\/fr\/blog\/predictions-communication-client\/\">Sinch Predictions 2026<\/a>, our expert look at how customer communications will evolve in the year ahead. From AI-powered conversations to new expectations around trust, personalization, and channel habits, the message was clear: <strong>The rules of engagement are changing fast.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">So how do Sinch Predictions 2026 look when applied to a financial services context?<\/p>\n\n<p class=\"wp-block-paragraph\">Below, we look at each trend through the lens of banking, insurance, and wealth management. You\u2019ll see practical examples of how these shifts are already influencing marketing, service, and customer journeys \u2013 and what business leaders should be thinking about in 2026.<\/p>\n\n<p class=\"wp-block-paragraph\">Let\u2019s turn the first card.<\/p>\n\r\n    <nav data-content-type=\"longform\" class=\"toc-block longform-spacings px-5 py-6 px-md-6 px-lg-7 py-md-7 bg-light fs-sm rounded-lg\" aria-labelledby=\"toc-title-6007\"><p class=\"h5 m-0\" id=\"toc-title-6007\">Table des mati\u00e8res<\/p><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">01<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_1-ai-agents-will-spark-an-explosion-in-conversation-volume-and-opportunity\">1. AI agents will spark an explosion in conversation volume and opportunity<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">02<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_2-ai-agents-will-evolve-from-simple-cost-savers-to-true-growth-engines\">2. AI agents will evolve from simple cost savers to true growth engines<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">03<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_3-voice-ai-will-become-the-preferred-channel-for-complex-conversations\">3. Voice AI will become the preferred channel for complex conversations<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">04<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_4-conversational-messaging-will-redefine-customer-expectations\">4. Conversational messaging will redefine customer expectations<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">05<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_5-connected-customer-journeys-will-unlock-loyalty-and-long-term-value\">5. Connected customer journeys will unlock loyalty and long-term value<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">06<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_6-regionalized-communication-strategies-will-separate-leaders-from-followers\">6. Regionalized communication strategies will separate leaders from followers<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">07<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_7-verified-and-secure-communications-will-define-the-future-of-brand-trust\">7. Verified and secure communications will define the future of brand trust<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">08<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#anchor_8-intelligent-inboxes-will-reinvent-email-as-a-precision-channel\">8. Intelligent inboxes will reinvent email as a precision channel<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">09<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#the-final-reading-what-these-predictions-means-for-financial-services-in-2026\">The final reading: What these predictions means for financial services in 2026<\/a><\/div><\/div><\/nav>\n<h2 class=\"wp-block-heading\">1. AI agents will spark an explosion in conversation volume and opportunity<\/h2>\n\n<p class=\"wp-block-paragraph\">For years, banks have relied on alerts and notifications that inform consumers, but they don\u2019t necessarily invite interaction. But customers increasingly expect to ask questions, take action, and get help immediately, especially when money is involved.<\/p>\n\n<p class=\"wp-block-paragraph\">Almost <a href=\"https:\/\/sinch.com\/fr\/etat-communications-clients\/chapitre\/informe\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\"><strong>one in three consumers<\/strong><\/a> get frustrated when they can\u2019t respond to a transactional business message. Financial brands that turn notifications into conversations will stand out fast. And starting this year, AI agents will begin enabling this shift.<\/p>\n\n<p class=\"wp-block-paragraph\">For instance, imagine a bank\u2019s AI detecting that a customer\u2019s credit score has increased significantly. Instead of waiting for the customer to notice, the bank proactively sends a simple message that lets the customer know their credit score went up, and that their new score could unlock better rates on future loans.<\/p>\n\n<p class=\"wp-block-paragraph\">With a simple button like <strong>[See what changed]<\/strong>, a routine update can become a meaningful conversation. FinTech and Payments expert <a href=\"https:\/\/www.linkedin.com\/posts\/pkriaris_sinchpartner-activity-7420026462776471553-f6II\/\" target=\"_blank\" rel=\"noreferrer noopener\">Panagiotis Kriaris<\/a> thinks this shift will be fundamentally changed by AI.<\/p>\n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-sand\" data-theme=\"light\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-ace8451dbb0d3f280078e9ac2ffdb370\">\r\n            \u201cFinancial services have historically been built around systems and workflows. As a result, the communication model has been broadcast-first, with limited personalization and one-way messages. Now AI fundamentally changes that setup. Communication becomes context-aware, intent-aware, adaptive, and two-way by default.\u201d        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Portrait-Panagiotis-kriaris.jpeg\" alt=\"Photo de Panagiotis Kriaris\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-ace8451dbb0d3f280078e9ac2ffdb370\">\r\n                        Panagiotis Kriaris                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">FinTech and Payments Leader<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n<p class=\"wp-block-paragraph\">The same can apply to high-friction processes like loan applications. Instead of long forms, customers will talk with AI agents that guide them through the process conversationally, answering questions in real time and removing uncertainty along the way.<\/p>\n\n<h2 class=\"wp-block-heading\">2. AI agents will evolve from simple cost savers to true growth engines<\/h2>\n\n<p class=\"wp-block-paragraph\">For a long time, automation in financial services has been designed to shorten interactions and reduce workload. From the customer\u2019s perspective, that often shows up as a faster resolution and a conversation that ends as soon as the issue is closed.<\/p>\n\n<p class=\"wp-block-paragraph\">That\u2019s starting to change.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>As AI agents become better at understanding context and intent, they can be used to show up at moments when financial services customers are already engaged and paying attention. <\/strong>Nearly half of businesses (47%) <a href=\"https:\/\/sinch.com\/fr\/etat-communications-clients\/chapitre\/perspectives-secteur\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\">already use AI for predictive communications<\/a>, which makes it possible to act on these moments in real-time.<\/p>\n\n<p class=\"wp-block-paragraph\">When someone finishes paying off a car loan, for example, an AI can follow up with a pre-approved refinance or savings option that fits their situation. After a service issue is resolved, an AI can surface a relevant next step while the interaction is still top of mind.<\/p>\n\n<p class=\"wp-block-paragraph\">In these moments, customers are already invested in the conversations so relevant next steps feel timely and useful rather than intrusive.<\/p>\n\n<p class=\"wp-block-paragraph\">In 2026 and beyond, AI agents will also play roles in retention. When account activity drops or behavior changes, an AI can check in early, offer a tailored incentive, or connect the customer with a human advisor before frustration builds. For customers, that feels less like a sales pitch and more like timely support.<\/p>\n    <div data-content-type=\"longform\" class=\"longform-spacings\">\r\n        <div class=\"cta bg-primary rounded-lg px-5 py-6 p-md-7 px-md-6\">\r\n                    <div class=\"form-subscription\">\r\n                            <div class=\"h4 mb-3\">\r\n                    AI in production, not in demos. One sharp read a month, straight to your inbox.                <\/div>\r\n                                    <form accept-charset=\"UTF-8\" action=\"\" enctype=\"multipart\/form-data\" data-form-subscription method=\"POST\" style=\"max-width: 400px;\">\r\n                <div class=\"row justify-content-between align-items-top g-2\">\r\n                    <div class=\"col-10\">\r\n                        <input type=\"email\" name=\"email\" class=\"form-control\" placeholder=\"Email\" autocomplete=\"email\" required>\r\n                        <div data-fs=\"error\" role=\"alert\" class=\"invalid-feedback\">\r\n                            Veuillez remplir ce champ obligatoire.                        <\/div>\r\n                    <\/div>\r\n                                            <div class=\"col-12 order-last mt-3 fs-xxs\" data-fs=\"acceptance\" style=\"display:none;\">\r\n                            \r\n                                <div class=\"form-check\">\r\n                                    <input id=\"formSubscriptionAcceptance-terms-4049\" class=\"form-check-input\"\r\n                                        type=\"checkbox\" name=\"terms\">\r\n                                    <label for=\"formSubscriptionAcceptance-terms-4049\" class=\"form-check-label text-body-color\">\r\n                                        J&rsquo;ai lu et j&rsquo;accepte les conditions d&rsquo;utilisation.                                        <span class=\"hs-form-required\">*<\/span>\r\n                                    <\/label>\r\n                                <\/div>\r\n\r\n                            \r\n                                <div class=\"form-check\">\r\n                                    <input id=\"formSubscriptionAcceptance-privacy-4948\" class=\"form-check-input\"\r\n                                        type=\"checkbox\" name=\"privacy\">\r\n                                    <label for=\"formSubscriptionAcceptance-privacy-4948\" class=\"form-check-label text-body-color\">\r\n                                        J&rsquo;ai lu et j&rsquo;accepte la politique de confidentialit\u00e9.                                        <span class=\"hs-form-required\">*<\/span>\r\n                                    <\/label>\r\n                                <\/div>\r\n\r\n                                                    <\/div>\r\n                    \r\n                                            <div class=\"col-12 order-last fs-xxs mb-0 mt-2 text-body-color\">\r\n                            Send me the In Production newsletter. I expressly agree to receive editorial communications from Sinch and know that I can easily unsubscribe at any time.                        <\/div>\r\n                    \r\n                    <div class=\"col-2\">\r\n                        <button type=\"submit\" value=\"Submit\" aria-label=\"Envoyer\" class=\"btn btn-secondary btn-icon\">\r\n                            <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/layout\/chevron-right.svg\"><\/svg>\r\n                        <\/button>\r\n                    <\/div>\r\n                <\/div>\r\n\r\n                <input type=\"hidden\" name=\"formSubscriptionRecaptchaToken\" data-fs=\"recaptcha-token\">\r\n                <input type=\"hidden\" name=\"customListID\" value=\"\">\r\n\r\n            <\/form>\r\n            <div data-fs=\"message-success\" style=\"display: none;\">\r\n                <p class=\"mb-0 mt-2 text-body-color\">\r\n                    Check your inbox monthly for your Sinch Newsletter!                <\/p>\r\n            <\/div>\r\n        <\/div>\r\n        <\/div>\r\n    <\/div>\r\n\n<h2 class=\"wp-block-heading\">3. Voice AI will become the preferred channel for complex conversations<\/h2>\n\n<p class=\"wp-block-paragraph\">When financial issues are urgent or emotional, many consumers want to talk rather than type. In fact, for important financial matters, <a href=\"https:\/\/sinch.com\/fr\/etat-communications-clients\/chapitre\/satisfaction\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\">consumers prefer voice or video calls more than twice as often as email<\/a>.<\/p>\n\n<p class=\"wp-block-paragraph\">But up until recently, automation hasn\u2019t been able to meet that expectation with traditional Interactive Voice Response (IVR) menus. That could be why <a href=\"https:\/\/www.egain.com\/webinar-transform-ivr-experiences-with-digitalization-and-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">85 percent<\/a> of consumers say they hate traditional IVR!<\/p>\n\n<p class=\"wp-block-paragraph\">Voice AI is changing that. Modern voice agents can now respond at near-human speed and understand intent in real time, making it easier for people to explain a situation naturally and get help without friction.<\/p>\n\n<p class=\"wp-block-paragraph\">This matters in high-stakes situations like fraud. When consumers can\u2019t quickly understand why something was blocked or what to do next, confusion can escalate fast.<\/p>\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/posts\/hkevinwei_productmanagement-payments-fintech-activity-7416886797747671040-xqPE\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kevin Wei<\/a>, a former PM for payments at both Coinbase and Square, says that the communication of fraud decisions to customers can be just as important as the decisions themselves.<\/p>\n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-sand\" data-theme=\"light\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-b1a7b52bdb7037e9425f0f30dc939212\">\r\n            \u201cHave you ever had a payment blocked and had no idea why, especially at the worst possible moment? \r\nThe communication of fraud decisions can be just as important as the decisions themselves. Give too little context when blocking a payment, and users get frustrated while support costs spike as they call in for answers. Give too much, and savvy users can reverse-engineer your system.\u201d        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Portrait-Kevin-Wei.jpeg\" alt=\"Photo de Kevin Wei\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-b1a7b52bdb7037e9425f0f30dc939212\">\r\n                        Kevin Wei                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">Former PM for payments at Coinbase and Square<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n<p class=\"wp-block-paragraph\">Voice AI gives financial brands a way to handle these moments more naturally. A customer who notices fraudulent, high-value transactions can explain the situation in their own words, while a voice agent can understand context and take action immediately.<\/p>\n\n<p class=\"wp-block-paragraph\">Or consider an insurance claim after an accident late at night. Instead of waiting for business hours or navigating menus, a Voice AI can issue a claim number, ask follow-up questions, and arrange assistance, all in one natural conversation.<\/p>\n\n<p class=\"wp-block-paragraph\">After years of broken IVR experiences, customers now know what\u2019s possible. That\u2019s why, this year, voice will become the channel where financial brands either meet expectations for complex support, or visibly fall short.<\/p>\n\n<h2 class=\"wp-block-heading\">4. Conversational messaging will redefine customer expectations<\/h2>\n\n<p class=\"wp-block-paragraph\">For a long time, financial messages have been designed to deliver information and move on. Payment reminders, balance updates, and confirmations tell people what\u2019s happening, but not what they can do next.<\/p>\n\n<p class=\"wp-block-paragraph\">But consumers get upset by transactional messages that don\u2019t let them respond or take action. To address that, messages like payment reminders could have buttons like \u201cPay now\u201d or \u201cRequest an extension\u201d to let someone resolve their issue immediately, without logging into an app or switching channels.<\/p>\n\n<p class=\"wp-block-paragraph\">Rich messaging channels like <a href=\"https:\/\/sinch.com\/fr\/blog\/qu-est-ce-que-la-messagerie-rcs\/\">RCS<\/a> or <a href=\"https:\/\/sinch.com\/fr\/blog\/api-whatsapp-business\/\">WhatsApp<\/a> support this kind of interaction, making it easier for customers to respond, ask questions, and take action in the moment. This can make engagement improve because the customer experience feels faster and more practical.<\/p>\n\n<p class=\"wp-block-paragraph\">And as Ashley Gross, CEO of the AI Workforce Alliance, <a href=\"https:\/\/www.linkedin.com\/posts\/theashleygross_sinchpartner-activity-7420080547823095809-bsb0\/\" target=\"_blank\" rel=\"noreferrer noopener\">points out<\/a>, consumers experience financial messaging as a single conversation.<\/p>\n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-sand\" data-theme=\"light\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-eb2296b24167730a22e765d7316489f7\">\r\n            \u201cYour customers don\u2019t see \u201cchannels.\u201d They just see one conversation with your brand.\r\nFor most businesses, that conversation is fragmented. SMS is in one tool, email in another, and voice sits on its own island.\r\nThis disconnect creates friction, especially in FinTech and Financial Services, where every interaction is a matter of trust.\u201d        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Portrait-Ashley-Gross.jpeg\" alt=\"Photo de Ashley Gross\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-eb2296b24167730a22e765d7316489f7\">\r\n                        Ashley Gross                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">CEO &amp; Founder, AI Workforce Alliance<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n<p class=\"wp-block-paragraph\">The same expectation shows up when consumers are evaluating options. For example, an insurance customer can answer a few questions in a message thread, receive an instant estimate, and move forward with a human agent when needed. For the customer, the experience feels conversational and continuous. For the brand, it removes friction \u2013 and over time, it shapes what consumers expect financial messages to help them do.<\/p>\n\n<h2 class=\"wp-block-heading\">5. Connected customer journeys will unlock loyalty and long-term value<\/h2>\n\n<p class=\"wp-block-paragraph\">Having to repeat the same information over and over is frustrating, especially when the issue involves money or personal details.<\/p>\n\n<p class=\"wp-block-paragraph\">Yet this is still a common experience in financial services: A customer starts with a website form, continues in chat, and then calls for help, only to explain the situation from the beginning. Each handoff adds friction and chips away at trust.<\/p>\n\n<p class=\"wp-block-paragraph\">And by now, we know that <a href=\"https:\/\/sinch.com\/fr\/etat-communications-clients\/chapitre\/satisfaction\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\"><strong>more than 80 percent of consumers<\/strong><\/a><strong> react negatively when they\u2019re asked to repeat themselves<\/strong>, and for some, it\u2019s enough to undermine confidence in the brand altogether.<\/p>\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/posts\/amanda-e-37061b28_sinchpartner-payments-ai-activity-7419753789076893697-sX8Q\/\" target=\"_blank\" rel=\"noreferrer noopener\">Amanda Estiverne-Colas<\/a>, a leader in the fintech and payments space, describes why it\u2019s so important for banks to meet their customers where they are.<\/p>\n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-sand\" data-theme=\"light\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-836980f773a5f90836e6969be7ccbc6f\">\r\n            \u201cBanks don&rsquo;t win loyalty through transactions. They win it through conversations.\r\nWhen a customer feels recognized \u2013 by voice, by context, by intent \u2013 that&rsquo;s not just efficiency. That&rsquo;s emotional equity. And emotional equity is what builds loyalty in moments that actually matter: fraud alerts, payment issues, financial stress, life transitions.\u201d        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Portrait-Amanda-E.jpeg\" alt=\"Photo de Amanda Estiverne-Colas\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-836980f773a5f90836e6969be7ccbc6f\">\r\n                        Amanda Estiverne-Colas                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">Head of Payments Practice at Perficient<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n<p class=\"wp-block-paragraph\">This year and beyond, stronger financial experiences will depend on better continuity. When a support agent answers a call, they\u2019ll already know what was discussed in chat. When a financial advisor meets a new prospect, they\u2019ll see which content the person engaged with beforehand. For customers, that continuity signals attention and care \u2014 and over time, it\u2019s what turns smooth interactions into lasting loyalty.<\/p>\n\n<h2 class=\"wp-block-heading\">6. Regionalized communication strategies will separate leaders from followers<\/h2>\n\n<p class=\"wp-block-paragraph\">Consumers in different regions use different channels, respond to different formats, and expect different kinds of interactions. <a href=\"https:\/\/sinch.com\/fr\/blog\/applications-de-messagerie-les-plus-populaires-par-pays\/\">WhatsApp dominates<\/a> in markets like Brazil, while RCS is gaining traction in the U.S. and parts of Europe. In Asia, super-apps like WeChat are entire ecosystems. <strong>That\u2019s why global financial brands can\u2019t rely on one-size-fits-all playbook.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">In 2026, financial services organizations will need to design for this reality. A global product launch might look like an interactive WhatsApp conversation in one market, and a branded RCS message in another. And the message, format, and cost model change based on how consumers actually engage in those markets.<\/p>\n\n<p class=\"wp-block-paragraph\">The brands that lead will be the ones that blend global standards with local execution, investing in the channels customers already trust and use every day rather than forcing the same experience everywhere.<\/p>\n        <aside data-content-type=\"longform\"  class=\"longform-spacings\">\r\n            <article>\r\n                                    <a href=\"https:\/\/sinch.com\/fr\/blog\/rcs-services-financiers-bancaires\/\" class=\"card-link text-decoration-none \" title=\"Le RCS dans le secteur bancaire\u00a0: la prochaine \u00e9tape de l&rsquo;exp\u00e9rience client num\u00e9rique\">\r\n                        <div class=\"card h-100 bg-transparent d-flex flex-column\">\r\n                                                            <div class=\"card-image-zoom ratio-16x9 rounded-lg\">\r\n\r\n                            \r\n                            \r\n                            <img width=\"1400\" height=\"830\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/06\/SI-Blog-RCS-Financial-Services-Hero.png\" class=\"rounded-0\" alt=\"Image pour Le RCS dans le secteur bancaire\u00a0: la prochaine \u00e9tape de l&rsquo;exp\u00e9rience client num\u00e9rique\" decoding=\"async\" sizes=\"(-webkit-min-device-pixel-ratio: 2) and (min-width: 1200px) 702px, (min-resolution: 2dppx) and (min-width: 1200px) 702px, (min-width: 1200px) 1404px, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/06\/SI-Blog-RCS-Financial-Services-Hero.png 1400w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/06\/SI-Blog-RCS-Financial-Services-Hero-300x178.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/06\/SI-Blog-RCS-Financial-Services-Hero-768x455.png 768w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/06\/SI-Blog-RCS-Financial-Services-Hero-1024x607.png 1024w\" \/>                        <\/div>\r\n                                                                            <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                            \r\n                                                            <div class=\"fs-xs d-flex gap-2 pb-2\">\r\n                                                                            <span class=\"d-flex gap-2\">\r\n                                                                                            <svg class=\"text-accent\" aria-hidden=\"true\" width=\"20\" height=\"20\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/document-image.svg\"><\/svg>\r\n                                                                                        <span class=\"card-category-text\">Insights<\/span>\r\n                                        <\/span>\r\n                                                                                                                <span>&#8211;<\/span>\r\n                                                                                                                <span class=\"time text-nowrap\">\r\n                                            7 min                                        <\/span>\r\n                                                                    <\/div>\r\n                                                        <div class=\"card-title text-accent mb-0 fw-bold h5\"\r\n                                data-title-clamp='true'                                style='--sinch-card-title-clamp-lines: 4'>\r\n                                Le RCS dans le secteur bancaire\u00a0: la prochaine \u00e9tape de l&rsquo;exp\u00e9rience client num\u00e9rique                            <\/div>\r\n                                                                                <\/div>\r\n                                                    <address class=\"text-start d-flex align-items-center gap-3 m-0\">\r\n                                                                    <img decoding=\"async\" class=\"img-cover rounded\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/03\/Megan-Libby.png\" width=\"40\" height=\"40\" alt=\"Photo de Megan Libby\">\r\n                                                                <span class=\"fs-xs\">Megan Libby<\/span>\r\n                            <\/address>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n                        <\/a>\r\n        \r\n                    <\/article>\r\n        <\/aside>\r\n\n<h2 class=\"wp-block-heading\">7. Verified and secure communications will define the future of brand trust<\/h2>\n\n<p class=\"wp-block-paragraph\">Unfortunately for financial services, years of scams, spoofed messages, and fake fraud alerts have trained people to be skeptical of any unexpected communication. Even real messages often raise suspicion.<\/p>\n\n<p class=\"wp-block-paragraph\">And according to <a href=\"https:\/\/www.linkedin.com\/posts\/marianaantaya_sinchpartner-activity-7417954398947164160-afsW\/\" target=\"_blank\" rel=\"noreferrer noopener\">Mariana Antaya<\/a>, Product Manager at Microsoft, this is a more common problem than many may think.<\/p>\n\n<p class=\"wp-block-paragraph\">Financial services was the largest industry segment in Sinch\u2019s AI Production Paradox survey, where <a href=\"https:\/\/sinch.com\/fr\/ai-production-paradox\/chapter\/ecart-investissement-gouvernance\/\" data-type=\"link\" data-id=\"https:\/\/sinch.com\/ai-production-paradox\/chapter\/governance-investment-gap\/\">75% of enterprises ranked trust, security, and compliance as their #1 AI investment priority<\/a>.<\/p>\n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-sand\" data-theme=\"light\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-0bfbbc751dc8aec0be7688673c2e68fd\">\r\n            \u201cPeople have experience with fraud and now with deepfakes coming more and more into the picture, knowing that your info is secure is more important than ever. \r\nWith AI powered scams up against us, finserv needs to adapt and change at an unprecedented rate.\u201d        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Portrait-Mariana-Antaya.jpeg\" alt=\"Photo de Mariana Antaya\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-0bfbbc751dc8aec0be7688673c2e68fd\">\r\n                        Mariana Antaya                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">Product Manager at Microsoft<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n<p class=\"wp-block-paragraph\"><strong>That\u2019s why it\u2019s more imperative than ever for financial brands to make trust obvious the moment a message arrives.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">That starts with clearly verified communications. A fraud alert should show up with the bank\u2019s official name, logo, and a visible verification badge, along with simple actions like \u201cConfirm\u201d or \u201cReport fraud.\u201d These visual signals matter because nearly <a href=\"https:\/\/sinch.com\/fr\/etat-communications-clients\/chapitre\/securite\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\">8 in 10 consumers<\/a> say verified messages with recognizable branding make them more likely to trust that the message is safe, but more than half have mistaken legitimate messages for scams.<\/p>\n\n<p class=\"wp-block-paragraph\">Security also needs to feel easier. Consumers are losing patience with one-time passwords and manual verification. Instead, authentication will increasingly happen in the background. For example, when making a large wire transfer, a bank can silently check that a device hasn\u2019t been compromised and use biometric approval, like Face ID, to complete the transaction.<\/p>\n\n<h2 class=\"wp-block-heading\">8. Intelligent inboxes will reinvent email as a precision channel<\/h2>\n\n<p class=\"wp-block-paragraph\">Email continues to play a central role in financial services communications, where customers expect context and relevance.<\/p>\n\n<p class=\"wp-block-paragraph\">Recently, AI-powered inboxes have become far better at filtering messages based on relevance. Emails that feel loosely targeted or generic are getting ignored, even if they include a first name or basic segmentation.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>To earn attention, financial brands will need to send emails that clearly reflect customer intent.<\/strong> If someone browses mortgage rates or refinancing options, the follow-up email should acknowledge that behavior with a tailored estimate, rate range, or next step rather than a general product message.<\/p>\n\n<p class=\"wp-block-paragraph\">Email will also become more conversational. Customers will increasingly reply, ask questions, and get answers from AI-powered assistants directly in the inbox, turning email into an ongoing financial dialogue rather than a one-way send.<\/p>\n\n<h2 class=\"wp-block-heading\">The final reading: What these predictions means for financial services in 2026<\/h2>\n\n<p class=\"wp-block-paragraph\">Taken together, these predictions point to a shift in how financial services brands should operate in 2026 and beyond. <strong>Customer expectations are rising, and they\u2019re shaped by everyday experiences people now have with technology<\/strong>, not by how financial institutions have traditionally operated.<\/p>\n\n<p class=\"wp-block-paragraph\">Across every channel, consumers are signaling the same thing: They want conversations that are clear and connected, messages they can respond to, and security that reassures them without slowing them down. And they expect brands to remember context, whether they\u2019re moving from a message to a call, or from a form to a conversation.<\/p>\n\n<p class=\"wp-block-paragraph\">The opportunity for business leaders is to not rebuild everything at once, but to focus on the moments that matter most by asking where expectations and experiences are out of sync today.<\/p>\n\n<p class=\"wp-block-paragraph\">The brands that start making those changes now will be better positioned to win in the coming years because they made customer communications feel more coherent and trustworthy. That\u2019s the real takeaway from these predictions \u2014 and the place where preparation turns into advantage.<\/p>\n\n<p class=\"wp-block-paragraph\">At Sinch, we\u2019re helping businesses bring this future to life by building technology that helps make every interaction more trusted and more human. Curious to know how our team can help? <a href=\"https:\/\/sinch.com\/fr\/nous-contacter\/\">Let\u2019s chat<\/a>!<\/p>\n","protected":false},"author":15,"featured_media":178180,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[336],"class_list":["post-208310","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-insights"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Tendances 2026 des services financiers pour les communications client - Sinch<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment l&#039;IA, la voix, la messagerie et les communications v\u00e9rifi\u00e9es fa\u00e7onneront les exp\u00e9riences client des services financiers en 2026.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/fr\/blog\/predictions-services-financiers\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tendances 2026 des services financiers pour les communications client - 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