Temenos-Celent survey shows banks risk losing 3 in 4 customers as AI-era expectations rise
XLF•Survey highlights customer dissatisfaction and AI expectations
Temenos published global consumer research with Celent warning banks risk losing 3 in 4 customers as AI-era expectations rise.
Nearly 75% of customers reported moderate or lower satisfaction with their primary bank, creating a large “switchable middle.”
53% cited dissatisfaction with payments; 39% flagged security and fraud protection as a pain point.
Personalization emerged as a loyalty driver, yet only 4% of banks ranked customer-experience personalization as their top investment priority.
68% would use conversational AI for banking queries; 46% of retail banks plan major core-system changes or replacement in 2027.
