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Nearly 1 in 3 consumers switch banks after poor digital experiences, study finds generational loyalty varies.

Market News
09 Sep 2026
PRNewsWire
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Bullish
Nearly 1 in 3 consumers switch banks after poor digital experiences, study finds generational loyalty varies.

A 2026 study by Alkami Technology reveals that nearly one-third of consumers have switched financial institutions following bad digital banking experiences. The research highlights that Generation Z, Millennials, Generation X, and Baby Boomers each have distinct expectations and definitions of loyalty shaped by their financial priorities and comfort with technology. Digital banking quality is crucial, with 85% valuing it when choosing providers, and many consumers open to AI if it improves their experience. Regional banks face challenges in relevance compared to larger institutions, emphasizing the need for tailored, anticipatory digital services to meet generational needs and retain customers.

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