Banking Trust and Technology Report 2026

This report presents findings from two national surveys conducted in November 2025, focusing on banking customers' and executives' perspectives regarding technology and trust in the banking sector as they approach 2026. The surveys reveal that while customer trust in banks remains high, concerns about cybersecurity threats and the use of artificial intelligence (AI) in banking decisions are increasing. A significant portion of customers worry about data breaches and the potential for AI to mistakenly affect their account access. For executives, the report highlights a pressing need for modernization, with many expecting substantial increases in technology budgets. However, a lack of visibility into total IT spending complicates decision-making and prioritization. The report outlines key findings, including the prevalence of security incidents, the gap between customer confidence and institutional capabilities, and the challenges posed by legacy systems. These insights emphasize the importance of effective communication and governance in maintaining customer trust amidst evolving technological landscapes.