2026年银行业的主要趋势

Our banking top trends span three interconnected imperatives Operational efficiency Technological innovation Customer engagement FS firms are struggling with productivity… Customer demographics are evolving… Market trends are evolving rapidly… •Only35% of firmsfeel confident in tacklingemerging financial risks and threats2•With69% ofRMs’timebeing spent on non-clienttasks like onboarding and compliance3 •With59% of retail bank executivesconcernedabout rising identity fraud4•As77% of payment execssee disruption to debitcards as the volume of instant payments grows5 •As36%of millennialsare learning about financeon social media, and firms are struggling to engage1•Withmillennials being 5xmore likely than babyboomers to switch banks1 …and banks prioritize efficiency with… …leading them to target initiatives like… …and firms are connecting with them by… •Implementing agentic AIto transform customercontact centers•Using gamified, mobile-first platformstoengage younger customers•LeveragingAI-powered loyalty programstodevelop personalized offers and services •AI-powered detection enginesto enable fasterthreat detection•Fintech partnershipsfor scaling paymentacceptance•AI-driven merchant platformsfor globalpayment expansion •AI-driven regulatory platformsenablingautonomouscompliance•Agentic AI-led RM systemsto unify client data andgenerate intelligent interaction summaries.•Intelligent automationto automate RM workflows …to drive …to achieve …to realize •Fasterthreat responses•Enhancedcustomer retention•Sustainedcompetitive positioning •Streamlinedcompliance•Reducedmanual effort•Enhancedproductivity •Improvedcustomer satisfaction rates•Increasedcross-selling revenue growth•Strongercustomer loyalty Our banking top trends 2026–priority matrix Customer engagement Overview •Over 60%ofretail banking customersexclusively conduct bankingtransactions throughdigital channel interactions–driving banks toreimagine customer engagementthroughintelligent, AI-driven,and gamified digital experiences.1 •Nearly 61% of high-net-worth clientsdemand digital-first,personalized experiences. This is prompting wealth managementfirms to transform engagement models forbetter access, retention,and differentiation.2 •As consumer expectations evolve,over 60% of merchantssay theyneed payment providers to help themcreate seamless, secure, andconnected payment experiencesfor shoppers.3 TrendPersonalization as a growth driver1 AI-driven personalization enables new avenues for revenue growth and deepercustomer engagement Evidence Opportunity FS firms should shift todifferentiated,AI-driven loyalty programsthat personalizerewards across cards and investments. Byofferingdistinctive incentives, firms candrive sustainable revenue growth. 38% Customers say they aren’t satisfied with their FSfirm’s customer service quality which led them toswitch financial services institutionsin 2024.1 Background Firms can implementagentic AI in contactcenterstoautomate routine queries andact as a copilotto improve customerexperienceand drive advisor productivity. 73% Financial services (FS) firms often overlook thepersonal preferences of customers,offeringgeneric products and rewardsdespite havingrelevant customer and transaction data. Card customers are motivated bypersonalizedoffers and rewards.2 Customers are frustrated bylong wait timesand inefficientCustomer RelationshipManagement (CRM) platforms, as outdatedsystems delay resolutions. 75% Banks plan to adoptAI agents in customer servicefunctions in the next2–3 years.3 TrendEngaging the under-40 customer2 Banks connect with next-generation clients through tailored channels, financial education,and gamified experiences Evidence Opportunity By partnering withfintechs, FS firms canengagefamilies and young clientsthroughgamified, mobile-first platformsthat offerpersonalized financial literacyandbuildlong-term engagement. 68% Baby boomers wantyounger generationstoreceivefinancial educationto manage wealth.1 Background Firms can strengthen their brand affinity byestablishing anactive presence on socialmedia platforms, like LinkedIn, with shortvideos and challenges to build lastingcustomer loyalty. 74% Gen Z engage insocial media-driven savingschallengesthat encourage better moneymanagement.2 Financial education tools offered by FS firmslackpersonalization and engagement, failing tomatch younger clients’ digital-first moneymanagement habits. Young customers are dissatisfied with theirfinancial services firms’engagement on theirpreferred channels, resulting in poorcustomer service. 40%Gen Z learnaboutfinance from social mediaplatforms.3 TrendWealth diversification3 Empower high-net-worth clients via alternative investments that diversify portfolios andenhance accessibility Evidence Opportunity Wealth management firms cangrowtheirprivate market AUMand broaden clientaccess to alternative investments viainnovative fund structures, includingsemi-liquid and open-ended pr