Temenos-Celent survey shows banks risk losing 3 in 4 customers as AI-era expectations rise

By Public Technologies
  • 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.


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