Source: Featured Blogs - Forrester
Retail banks are deploying AI at scale in 2026—expanding budgets and accelerating implementations—yet customer acquisition and retention metrics are deteriorating rather than improving. The gap between technology spend and actual business outcomes points to a misplaced focus: banks are automating internal friction points that customers don't care about while ignoring why they're switching to fintech, payment apps, and embedded finance. IT roadmaps optimized for technical capability rather than customer behavior consume capital on internal efficiency as competitors gain share through simpler, integrated experiences.