34%
of retail banking customers switch for better website or mobile apps
70%
of banking customers say personalized engagement is very or extremely important when selecting a financial institution
5.14 times
more open to use generative AI tools when their bank personalizes engagement extremely well
Digital experience is now the top driver of customer churn in retail banking — but customer demand for AI isn't as clear-cut as it seems. Before chasing customer-facing AI, banks need to know whether their digital experience actually meets expectations. This complimentary Gartner® report evaluates customer willingness to adopt generative AI (GenAI) and shows that even if customer-facing AI isn't on your near-term roadmap, fixing the technical and data gaps behind it will sharpen your digital experience today and set the foundation for tomorrow.
At Magnolia DXP, we help teams break down the barriers slowing their projects down, because unified data and real-time decisioning are the foundation of the trusted personalization customers expect. Download the report to start strengthening your infrastructure.
What we think you will learn:
- Why customer sentiment is split: Understand the divide in GenAI sentiment and the risk of a one-size-fits-all approach.
- The precondition for adoption: Why great personalization makes customers ~5x more willing to use GenAI.
- Where the blockers are: Which customer data is machine-actionable — and which still needs human reconciliation.
- Where to start: Why younger, affluent segments are the lowest-risk entry point for AI adoption.
Disclaimers
Gartner, Inc. Why Banks Must Solve Barriers to Customer Adoption of Generative AI, Whether Banks Deploy It or Not, Jonathan Jackson, Van To and Sophia Palmstedt, 2 March 2026.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.