Because the transition to Synthetic Intelligence (AI) in monetary companies accelerates and cell banking pervades, banks and different monetary establishments should work more durable to create extra personalised buyer experiences and construct belief if they’re to beat buyer issues about privateness, safety and lack of human interplay.
RFI International’s Tendencies and Predictions report, launched as we speak, dives deep into how international customers and companies take into consideration, select and expertise monetary companies to disclose 5 key client developments and predictions that may form the sector in 2026.
In accordance with the report, an amazing majority of customers – 95% in Singapore, 94% in Australia, 84% within the USA – have issues about AI-powered monetary companies.
Worry that over-reliance on AI will result in fewer alternatives for human interplay and experience is a high 3 concern. Nevertheless, fewer customers in Australia (29%) and Hong Kong (25%) declare this worry – in comparison with banking customers within the USA (53%), Canada (45%) and Malayasia (42%).
“In a panorama of fast technological change, banks and neobanks alike should construct belief by transparency, bias checks, common audits, and readability about how AI is used and the place human experience stays very important,” stated Caitlin Hill, Insights Director at RFI International. “Banks that meet customers with transparency, the reassurance of human help and hybrid fashions will differentiate themselves in a crowded market.”
Privateness and safety impacts buyer retention
Privateness and safety is one other high cited concern associated to AI-powered monetary companies globally with 55% within the USA, 50% in Malaysia, 44% in Canada, 41% in Singapore expressing issues, in comparison with 37% in Australia and 28% in Hong Kong.
This has impacted buyer retention, with 5-20% of shoppers throughout markets – 5% in Australia, 6% within the UK and 11% within the USA – stating their dissatisfaction with how the financial institution responded to them once they fell sufferer to banking fraud as a purpose they’re contemplating switching their major financial institution. This determine reaches 20% within the UAE.
“Pushed by AI, the size, pace and class of fraud has turned it right into a better international risk,” stated Luke Allchin, Director, North America at RFI International.
Innovation creates best-in-class digital banking experiences
Insights from RFI International’s iSky platform, which tracks hundreds of client and enterprise interactions on greater than 200 banking and finance apps worldwide, level to an accelerated interval of innovation by main establishments and smaller challengers.
These new customer-controlled options might have been initiated to unlock new income streams, however in addition they present extra empowerment for customers to handle their digital footprint and profile, addressing issues round privateness and safety.
New privateness and security measures have been added in over the previous 2 years: 13.8% of banks have built-in app performance to lock or disable a card; 11% have added the flexibility to masks private data on the interface for the primary time; and 16% of banks have integrated profile or account closing options in app. Additional, certainly one of most extremely wanted options globally – the flexibility to cancel and substitute a card – has additionally grown by 3% 12 months on 12 months.
“Banks are not simply offering digital entry; they’re designing digital empowerment,” stated Mark Donohue, Managing Director, iSky at RFI International, who based the lately acquired iSky Analysis. “Collectively these improvements level to a sector quickly professionalising its digital capabilities. But there may be nonetheless extra to be performed to handle buyer issues. The following 12 months might be pivotal, figuring out which suppliers lead on service and people left to compete on worth.”
Different developments highlighted within the report are:
- Companies much less cautious about AI than customers. SMEs have gotten much less cautious about using AI in banking as they recognise AI’s potential to enhance operational effectivity and cut back value. One in 4 UK SMEs (27%) don’t have any issues about using AI in banking, down from one in 10 two years in the past. Additional, as an indication of confidence that banks are listening, solely 38% of SMEs in Australia imagine that AI chatbots won’t ever replicate human interplay.
- Neobanks are not simply disruptors, they’re transferring in direction of full service monetary establishments. After a decade of explosive progress, significantly within the UK and USA, neobanks are coming into a brand new part of sustainable profitability; marked not by sheer buyer acquisition however by deepening buyer engagement and cross-sell ratios pushed by demand for worth, innovation and built-in monetary experiences. Revolut, Europe’s most precious fintech and SoFi within the USA exemplify this shift.
- Past banking options. Within the UK, neobanks have expanded into digital funding functions equivalent to tradeable property, crypto, shares, treasured metals and multinational currencies whereas constructing rewards and socialised banking options.
- Prosperous investments will rise – as rates of interest lower, prosperous customers are reallocating funds from financial savings into investments as they more and more take cost of their future wealth.
- Use of AI in banking will observe the identical trajectory as cell banking – gradual beginnings after which fast progress as soon as established.
You’ll be able to obtain RFI International’s 2026 Tendencies and Predictions report right here.