GenAI gives banks unprecedented tools to create a more personalized experience for their customers, but some use cases are easier to implement than others.

To serve customers with more “complex financial needs,” Bank of America will build 165 new financial centers in key US regions.

Our third annual study reveals which account opening features US consumers value most, based on our exclusive survey.​

But the data suggests a full credit card recovery will likely take longer than expected

Virtual banking assistants like Bank of America’s Erica are taking design cues from ChatGPT and Google Gemini as banks look into adding conversational AI.

Acquirers, networks, and issuers each play distinct roles in the payments purchasing chain. But those roles are shifting as providers adapt to the rise of software and value-added services, increased payment method choice, and cloud-based innovation.

Netflix and YouTube are siphoning subscription revenues from pay TV’s losses. By the end of 2025, more than half of US video subscription revenues will go to streaming services.

Profits dropped when big banks got the bill for last year’s banking crisis—along with some other expenses.

Consumers’ adoption of AI banking chatbots varies by country. Though the US and UK promote their tech-friendly banking environments, the geographically concentrated, Big-Six-focused Canadian market has taken the lead in embracing this much-hyped tech.

JPMorgan, Bank of America, and Nationwide have committed to maintaining or expanding their in-person presence even as competitors close brick-and-mortar outposts.

Our seventh annual study reveals which of the 15 biggest US banks lead in mobile app innovation—a significant factor in attracting mobile-forward Gen Z—based on an exclusive survey of which features 1,895 mobile banking users value most.

Leading cash-back credit cards need to drive acquisition in an increasingly competitive segment of the card market. Our exclusive consumer survey data reveals which emerging features issuers should invest in to win over customers.

The Fed’s steep rate increases take their toll: Financial institutions are reporting the first drop in deposits in nearly three decades, and mortgage demand is flagging close to a 27-year low.

US banking digital ad spending growth has slowed to a trickle and pushed marketers to rethink their allocation strategies. But 2024 looks more promising.

In 2023, 92.3% of the 5.2 million accounts opened digitally will be with incumbent banks. Even Gen Zers—the main source of account opening growth—will largely opt for trusted institutions. Neobanks will be left in the dust, especially as fintechs and Big Tech siphon away customers.

In 2023, 92.3% of the 5.2 million accounts opened digitally will be with incumbent banks, as digital-only banks fall victim to economic uncertainty and intense fintech competition.

Bank of America leads US banks in Instagram followers: Social media’s influence on Gen Z’s financial behavior underscores its importance in marketing campaigns.

Major banks still draw CFPB’s scrutiny: Under Chopra, the agency has brought fewer cases but won larger settlements—even as it faces legal questions on its funding mechanism.