Financial Services CX: AI Transparency, Data Intake & Communication Gaps
Navigating a complex landscape of market forces and generational shifts, the financial services sector faces a crucial digital reset in customer engagement. This global benchmark report surveyed thousands of consumers to identify key priorities for 2026.
The financial services sector is at a crossroads, contending with increasing operational complexity, heightened regulatory oversight, and a significant intergenerational wealth transfer. These factors collectively necessitate a digital reset in customer engagement strategies.
While many financial services institutions (FSIs) have initiated digital transformation efforts, they frequently fall short of meeting contemporary consumer expectations. Today’s consumers demand connected, convenient, and personalised digital journeys, even if they can't always articulate their precise communication preferences, their 'in-the-moment' feelings are a clear indicator of success or failure.
To address this, a global survey of thousands of consumers was conducted, expanding into new regions and exploring attitudes towards customer experience with financial institutions. The findings illuminate critical areas where technology spend can be better aligned with evolving customer expectations in 2026.
Key areas explored include the necessity of transparent and relevant AI use, the impact of outdated data collection processes, the strategic opportunity presented by communications, and the critical need to reduce customer friction.
What you'll learn
- Consumer confidence in AI for financial services has dipped, with 83% prioritising disclosure of AI use.
- Outdated data collection drives away consumers; 73% deem digital data collection important.
- Only 59% of financial services customers rate communications as very good/excellent, down from 2025.
- A substantial 62% of consumers are likely to switch providers if communication expectations aren't met.
- Less than half (39%) of consumers trust AI to handle their financial information securely or ethically.
2026 Benchmark Report: Customer Experience in Financial Services
Explore global consumer insights on AI, data intake, and communication preferences within financial services. This report helps FSIs align technology spend with customer expectations amidst digital transformation.
- Pages:
- 41
- Time:
- 62 min read
- Category:
- AI
Download the 2026 Benchmark Report
Access comprehensive insights into global consumer expectations for financial services CX. Learn how to strategically use AI, optimise data collection, and enhance communications.