2026年银行业顶级趋势

Our banking top trends span three interconnected imperatives •Improvedcustomer satisfaction rates•Increasedcross-selling revenue growth 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, •Nearly 61% of high-net-worth clientsdemand digital-first,personalized experiences. This is prompting wealth management •As consumer expectations evolve,over 60% of merchantssay theyneed payment providers to help themcreate seamless, secure, and TrendPersonalization as a growth driver1 AI-driven personalization enables new avenues for revenue growth and deeper Evidence Opportunity FS firms should shift todifferentiated,AI-driven loyalty programsthat personalizerewards across cards and investments. Byofferingdistinctive incentives, firms can 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 customer 73%Card customers are motivated bypersonalizedoffers and rewards.2 Financial services (FS) firms often overlook thepersonal preferences of customers,offeringgeneric products and rewardsdespite having Customers are frustrated bylong wait timesand inefficientCustomer RelationshipManagement (CRM) platforms, as outdated 75% Banks plan to adoptAI agents in customer servicefunctions in the next 2–3 years. Customer engagement TrendEngaging the under-40 customer2 Banks connect with next-generation clients through tailored channels, financial education, Evidence Opportunity By partnering with fintechs, 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 short 74% Gen Z engage insocial media-driven savingschallengesthat encourage better money Financial education tools offered by FS firmslackpersonalization and engagement, failing tomatch younger clients’ digital-first money Young customers are dissatisfied with theirfinancial services firms’engagement on their 40%Gen Z learn aboutfinance from social mediaplatforms.3 TrendWealth diversification3 Empower high-net-worth clients via alternative investments that diversify portfolios and Evidence Opportunity Wealth management firms cangrow theirprivate market AUMand broaden clientaccess to alternative investments viainnovative fund structures, includingsemi- 42% Wealth executives considerlowering wealththresholdsas the best approach to make private Background Firms that leveragedigital platforms tointegrate access to private market assetscan offer HNWIs investment flexibility, 60%Growth in Assets Under Management (AUM)of semi-liquid private markets funds was observed HNWIs are increasingly looking for exposureto alternative assets–butwealth managersprovide limited accessthrough traditionalchannels, restricting HNWIs’ ability to diversify High investment minimums and illiquid fundstructuresarealso restricting HNWIs from 70% Registered Investment Advisers (RIAs)use atechnology platform to integrate alternative TrendSeamless checkout4 Flexible, frictionless checkouts enable payment providers to strengthen and retain Evidence Opportunity Banks can partner withIndependentSoftware Vendors (ISVs)to offerembeddedfinance options and other value-addedservices, enhancingmerchant engagement 63% Consumers say a lack ofpreferred paymentoptionsinfluence their purchase decisions.1 Background Minimizing payment failures and checkoutfriction withClick to Paycan boosttransaction volumes and revenueby 47% Large merchants prioritize offeringdiversepayment methods. Merchants are turning to PayTechsthat enablebroader, more flexible payment methods,moving Banks and merchants are also facing challengeswith payment failures because, along with checkout 80% Online merchantsfocus on one-click checkouttechnologyto improveshoppers’ experiences.4 Customer engagement Use cases (Americas) North American Bank •Context: A leading North American bank sought todeliver hyper-personalized offers for its clientsbut facedinefficiencies with legacy systems.•Solution:Capgemini implemented anAI-powered offer management platformto streamline the creation, approval, Charles Schwab(Wealth management firm) •Context:In October 2024, Schwab wanted to give their HNWI clientsaccess to a wider range ofalternative investment options.•Solution:They partnered with technology platform provider iCapital to launch theunified managedaccounts platformfor