The insights shared in this article are drawn directly from a Business Retention and Expansion Roundtable convened to capture real-time perspectives from leaders across the financial services ecosystem. The roundtable was collaboratively hosted by the Town of Gilbert Office of Economic Development, the Office of Mayor Scott Anderson, and the Gilbert Chamber of Commerce Foundation, creating a forum for candid dialogue around emerging trends, challenges, and opportunities shaping the industry in 2025. We are grateful for the support of our sponsors, Joshua Development and Advance Champion Supply, whose partnership made this important conversation possible.
The financial services landscape is shifting faster than most organizations can keep up with. From insurance and lending to financial planning and small-business support, 2025 is shaping up to be a year defined by AI adoption, trust rebuilding, and a major rethinking of how clients want to be served.
Here’s a breakdown of the biggest themes emerging across the industry.
Insurance and Risk: Premiums Are Rising — and Behavior Is Changing
Insurance, especially property insurance, continues to see rising premiums. Insurers are adjusting deductibles to compensate, while customers are adapting in an unexpected way:
- Clients are becoming more comfortable with AI-driven decisions.
- Younger generations increasingly trust digital assessments, sometimes over human experts.
- Many customers now make coverage decisions without speaking to anyone.
The industry is scrambling to respond, not because of technology alone, but because of trust and compliance. Meanwhile, nonprofits face a growing risk burden due to regulatory changes and shifting donor landscapes.
A New Consumer Mindset: Planning Over Reacting
People are showing more interest in proactive financial planning, not just crisis response, but there’s a gap.
Younger generations are often without the traditional support systems their parents or grandparents relied on. At the same time, families are becoming more concerned about generational wealth transfer, particularly when assets are passed down quickly or without thoughtful planning. Many businesses that once stayed within families, such as small shops or service operations, are now being sold instead of inherited.
This trend is slowly eroding community-based wealth, while creating opportunities for financial professionals to step in and guide families toward stronger, long-term planning.
At the same time, society is on the brink of the largest financial wealth transfer in history. By 2048, an estimated $124 trillion is expected to move between generations.
Community wealth is changing shape, family support structures are weakening, and yet an extraordinary transfer of assets is underway. The advisors who can bridge this gap—supporting families, preparing younger generations, and providing clear, steady guidance—will play a defining role in shaping the financial future.
AI’s Deep Integration Into Financial Services
AI is no longer a future concept — it’s now embedded in tools advisors and clients use every day.
- QuickBooks has launched an AI service.
- STAR and EV tax credits have shifted, creating planning challenges for individuals and businesses.
- AI transcription tools are becoming essential, giving advisors better clarity in planning and documentation.
- Voice-based sentiment scoring is accelerating — with advisors getting real-time emotional cues during client conversations.
- Microsoft’s Copilot is emerging as a foundational tool for the industry: AI-driven data capture, conversation analysis, and outcome scoring are improving productivity and advisor effectiveness.
Retention, Relationships, and the Human Element
Despite the surge in AI tools and automation, firms are discovering that technology alone cannot sustain a thriving practice. Retention has become just as important as new growth, and many clients are less concerned about an economic downturn than they are about losing the human connection that gives financial guidance its meaning. Even with rapid advancements, relationships continue to sit at the core of the advisory experience.
Community growth must be intentional and non-stagnant. Teams need consistent communication and forward momentum — not just survival mode. New business owners in particular need education and mentorship. Entrepreneurship is rising, but support systems haven’t caught up.
The Bottom Line
2025 is not simply another year of technological advancement — it’s a pivotal moment where AI, trust, human relationships, and economic pressure intersect.
Clients want:
- Tools that make life easier
- Advisors who listen
- Confidence in their future
- Human connection supported (not replaced) by AI
Advisors and firms that embrace both the technology shift and the human shift will lead the next chapter of financial services.