New research reveals a large "switchable middle" of banking customers who are only moderately satisfied at best with their primary financial institution
The Banking Expectation Gap – Global Edition
New Celent research with Temenos connects changing customer expectations across global markets with the technology priorities banks must address.
GRAND-LANCY, Switzerland, Sept. 24, 2026 (GLOBE NEWSWIRE) -- Temenos (SIX: TEMN), a global leader in banking technology, today announced new global research commissioned with Celent, "The Banking Expectation Gap: Global Consumer Edition". The findings reveal that banks face a fight to keep three in four customers as expectations rise for more personalized, advisory and AI-enabled banking experiences. Despite this, just 4% of banks state that investment in personalization of the customer experience is their top priority.
The study shows that nearly three-quarters of global banking customers are only moderately satisfied or less than moderately satisfied with their primary financial institution, creating a large "switchable middle" open to switching for better value, stronger digital experiences and services that reflect their needs. Over half (53%) of global consumers are dissatisfied with their payment services and 39% cite dissatisfaction with security and fraud protection. One in four globally have recently considered switching their primary bank, while 56% of global retail banks say it has become more challenging to win and retain customers in the past year.
Personalization has emerged as a deciding factor in customer loyalty. More than half (58%) want more financial guidance, while 51% say their bank should better anticipate their needs when they open the app or call. Around 40% want rates or other benefits that reflect the size or length of their relationship with the bank. Together, these findings point to growing demand for banking experiences that feel more relevant, advisory and personalized across both digital and human-assisted channels.
At the same time, customers are increasingly open to AI-enabled engagement where it helps them better understand and manage their finances. More than two-thirds (68%) would use a conversational interface for banking queries, and younger cohorts show particularly strong interest in AI-powered personalized financial advice. There is less enthusiasm for AI features that take automated actions. Fewer than half of global consumers would "definitely use" AI features that manage purchases on their behalf or perform routine transactions such as bill payment. Trust remains critical: privacy and data security are the leading concerns about AI in banking, cited by 47%, followed by errors or inaccurate decisions at 36%.