Banking Top Trends 2026 (Capgemini Research Institute)

Summary

• 36% of millennials are learning about finance on social media, and millennials are 5x more likely than baby boomers to switch banks.p.2
• Only 35% of firms feel confident in tackling emerging financial risks and threats.p.2
• 69% of relationship managers' time is spent on non-client tasks like onboarding and compliance.p.2
• 59% of retail bank executives are concerned about rising identity fraud.p.2
• 77% of payment executives see disruption to debit cards as the volume of instant payments grows.p.2
• Over 60% of retail banking customers exclusively conduct banking transactions through digital channels.p.4

Key insights

1. The banking top trends span three imperatives: customer engagement, operational efficiency and technological innovation.p.2
2. Nearly 61% of high-net-worth clients demand digital-first, personalized experiences.p.4
3. Over 60% of merchants say they need payment providers to help create seamless, secure and connected payment experiences.p.4
4. 73% of card customers are motivated by personalized offers and rewards.p.5
5. Banks are advised to implement agentic AI in contact centers to automate routine queries and act as a copilot.p.5