Global Banks Struggle to Keep Customers Satisfied Amid AI Expectations

GRAND-LANCY, Switzerland, Sept. 24, 2026 /CourierPR/ -- Temenos, a global leader in banking technology, has released new research that highlights the challenges banks face in retaining customers amid rising expectations for personalized, advisory, and AI-enabled banking experiences. According to the findings, banks are struggling to keep three out of four customers satisfied, as global banking customers are only moderately satisfied or less with their primary financial institutions.

The survey included respondents from Europe (29%), the United States (28%), Asia-Pacific (19%), Latin America (12%), and the Middle East and Africa (11%). Additional insights were drawn from the Celent Dimensions Survey of 216 global banking leaders, with a focus on banks with assets between US$10 billion and $500 billion.

The research reveals that 53% of global consumers are dissatisfied with their payment services, while 39% cite dissatisfaction with security and fraud protection. Moreover, one in four globally have recently considered switching their primary bank, with 56% of global retail banks reporting that it has become more challenging to win and retain customers in the past year.

Personalization has emerged as a critical factor in customer loyalty. More than half (58%) of consumers 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. These findings underscore the growing demand for banking experiences that feel more relevant, advisory, and personalized across both digital and human-assisted channels.

Despite these demands, only 4% of banks state that investment in personalization of the customer experience is their top priority. Banks are making efforts to modernize services, with nearly half (46%) planning to make major changes or fully replace core banking systems by 2027. More than a fifth (over 20%) expect to expand AI initiatives beyond internal operations and into direct customer-facing use cases.

Trust remains a critical concern for AI in banking. Privacy and data security are the leading concerns, cited by 47%, followed by errors or inaccurate decisions at 36%. While customers are increasingly open to AI-enabled engagement where it helps them better understand and manage their finances, there is less enthusiasm for AI features that take automated actions. Only 68% would use a conversational interface for banking queries, and younger cohorts show particularly strong interest in AI-powered personalized financial advice.