In today’s continuously-evolving landscape, banks are now grappling with the fact that digitally-native generations — Millennials and Gen Z — wield far greater influence than ever before. And with the generational wealth transfer currently underway to these populations, their satisfaction is critical in the world of banking and asset management.
At the same time, older generations continue to guide the industry, influencing everything from service delivery models to younger generations’ initial banking decisions.
In addition to these internal forces, banks must grapple with the larger trends reshaping the market, including the continuing evolution of cloud infrastructure, data management and artificial intelligence (AI).
To make sense of it all, we surveyed 14,000 banking customers across 11 critical banking regions to understand:
- Customer attitudes around AI in their financial lives
- How trust is built — and lost — across generations
- The evolving views on crypto — and who is best positioned to leverage them
- Expectations around banking service models and delivery channels
- The actions banks need to take to improve their digital experience
Download our 2026 Consumer Banking Report for these exclusive insights as well as our 36-month banking transformation roadmap for impactful differentiation.