Backbase: Leading the Future of Banking with AI-Native OS and Customer-Favorite Platform
Backbase has been recognized as a Leader in The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026. The evaluation highlighted Backbase's AI-native Banking OS, which is currently used by over 120 top financial institutions in various sectors. The report praised Backbase for its vision of unification and shared truth across banking systems, specialized layers, and superior agentic AI capabilities. Backbase's recently launched Semantic Layer – Nexus – was identified as a competitive advantage, along with its high R&D-to-revenue ratio.
In addition to being named a Leader, Backbase was also acknowledged as a Customer Favorite in the evaluation. Customers expressed high trust in the platform's flexibility and foundational layers, indicating a strong preference for Backbase. As the banking industry evolves with AI technology, banks are facing the challenge of fragmented systems that hinder seamless operations. Backbase's AI-native Banking OS aims to unify the frontline, enabling customers, employees, and AI agents to operate as one cohesive unit for adaptive, resilient, and scalable operations.
While Backbase initially focused on unifying the Customer Engagement layer, the AI-Native Banking OS now extends its coordination across the entire frontline of a financial institution. By sitting above existing systems like core, payments, cards, risk, and CRM, Backbase's platform enhances digital channels, front office, and operations to streamline customer-facing operations. CEO and Founder Jouk Pleiter expressed pride in being recognized as a customer favorite, emphasizing the team's dedication and the platform's foundation for future advancements.
The Forrester report highlighted Backbase as a suitable choice for banks seeking a platform with cutting-edge technology, CX tools, and a foundation for future initiatives. However, it noted that the platform may not be suitable for those unwilling to embrace its open architecture and API-first approach. Backbase's AI-native Banking OS transforms fragmented banking operations into a Unified Frontline, enabling seamless collaboration between customers, employees, and AI agents across various channels and operations.