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

• 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.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Temenos AG published the original content used to generate this news brief on September 24, 2026, and is solely responsible for the information contained therein.