EPAM’s 2026 Retail Banking Playbook
Our 2026 Consumer Banking Report uncovered a unique convergence of forces, making this the most significant transformation opportunity in modern banking history.
By 2030, Gen Z will control nearly $30 trillion in assets, representing the largest generational wealth transfer ever recorded. However, as shown in our 2026 consumer banking research, 34% of both Gen Z and Millennial banking customers around the world would be willing to change banks in the next 12-months.
At the same time, expectations around banking services in these younger cohorts have experienced a fundamental shift. These customers want more than just a transactional relationship with their bank. They’re actively demanding personalized tools and experiences that add value to their financial lives. And they’re willing to look elsewhere if your bank isn’t delivering.
In addition, consumer comfort with AI in banking has already crossed the threshold for mainstream adoption. Currently, 50% of all consumers express comfort with AI-powered banking services, with Gen Z at 60% and Millennials at 62%. AI will be fundamental for delivering on the expectations of your customers and keeping these assets under management as the great wealth transfer accelerates.
The convergence of these forces creates a short window for banks to deploy AI as a front-office feature rather than back-office efficiency tool. The strategic question is not whether to embrace AI transformation, but how quickly and effectively banks can execute.
Download our 2026 Retail Banking Playbook for a 36-month roadmap to get you there.
