"By 2026, digital channels, such as mobile apps and online platforms, will dominate 65% of consumer banking interactions, while human touchpoints, such as branches and contact centers, will make up the remaining 35%."

"2025 will mark the breakthrough for conversational banking. AI capabilities will evolve into in-app co-pilots, helping customers navigate apps, offering tailored financial guidance and providing quick support."

"Customer experience (CX) is emerging as a critical competitive edge for banks, with top performers consistently outpacing their competitors."

"While AI is a powerful enabler, it cannot fully replace human interaction. Two-thirds of customers still consider personal contact essential to increasing trust in a brand, and another two-thirds feel that companies neglect human interactions as part of the online customer experience."