The Banking Expectation Gap
US Consumer Edition
New Celent research on how US banks can win customers through modernization, digitalization and trusted AI innovation.
The expectation gap is now a technology challenge
US banks are competing for customers who expect faster, more personalized and more trusted experiences. This Celent report examines what customers and small businesses value most, where banks are underdelivering, and why modernization decisions across core, digital and AI are critical to growth and scale.
Drawing on customer survey data, Celent’s senior bank leader technology research and executive interviews, the report connects customer expectations with the technology decisions banks must make to compete.
In this report, you’ll learn:
- Which experience gaps are putting customer loyalty at risk
- How innovation, personalization, AI, and human support can strengthen customer relationships
- How modernization can help banks move faster while preserving trust
Read independent research on how US banks can win and retain customers in the age of digitalization and AI.