2026 Banking AI Consumer and Leader Survey
Drive Loyalty in the Banking AI Era
Consumer expectations have changed. See where leaders are aligned and where community institutions have room to grow. Then use our marketing kit to show consumers you’re delivering the improvements they expect.
survey findings
Leaders Are Adapting to New Expectations
Before we surveyed 2,000 consumers, we asked 200 banking leaders what they think matters most to their customers and members.
Trust and Security Matter Above All Else
Leaders believe privacy and fraud protection are the top priority for their customers and members.
Personalized Service Offers an Edge
Leaders believe warm, caring service gives community institutions an advantage over megabanks and fintechs.
Digital Inferiority Is a Growing Fear
Leaders are increasingly worried they'll lose accounts to megabanks and fintechs due to a gap in digital experience.
The report
Consumers Reveal Their Top Priorites
Our survey of 2,000 customers and members reveal what banking leaders get right and wrong about changing consumer expectations. Read the 2026 Banking AI Consumer and Leader Survey to learn:
- Why personalized service still offers a competitive edge—with a catch
- How baseline expectations for speed and availability have shifted
- The five banking tasks consumers are most ready to automate
- How community FIs can balance speed, ease, and personalized care
The Marketing Kit
Prepare for a Successful Banking AI Launch
Is your institution already using banking AI to deliver the speed, ease and care consumers are asking for? If so, let them know you’ve been listening. The Banking AI Marketing Kit includes ready-to-use assets that let customers and members know you're attuned to their needs.
- 3 social media templates
- 3 educational email templates
- 3 in-branch signage templates
Experience Glia Relationship Management
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