Traditional banks risk losing customer primacy without faster innovation.

Mobile banking is no longer a primary driver of switching, shifting differentiation to feature innovation. Our sixth annual study reveals which features consumers value most and which banks are delivering.

Employees feel accountable for customer experience, but few say their brands consistently deliver on that promise.

Behr Paint enlisted influencers to help consumers feeling stuck in their DIY projects. Through April 2, consumers can call 1-877-ASK-BEHR to leave a voicemail for DIY creators Tyler Cameron and Shayna Alnwick.

Paying for return shipping is the hardest part of returning an online order for 25% of US digital shoppers, nearly double the share who cite waiting for a refund (18%), according to a November 2025 survey from Locus and Dynata.

68% of US adults consider returns policies when choosing where to shop, according to a December survey from FedEx and Morning Consult.

Travelers’ new agentic voice service hints at the future of customer service.

Given the economic climate, value will remain top-of-mind for most consumers through this year. And retailers can tailor loyalty programs and other promotions to answer some economic challenges caused by tariffs and rising prices.

AI influenced $262 billion in global holiday sales, but most impact came from chatbots and behind-the-scenes customer service, not from shopping assistants.

Generational splits shape how consumers find, research, and trust banks. Younger adults move through digital channels with ease, while older adults rely on branches, human support, and established institutions.

Banks are gradually improving speed, control, and transparency in mobile banking—but as expectations rise, incremental updates won’t cut it. Our ninth annual study reveals where real-time innovation can still set new leaders apart.

Retail is on the brink of a digital sea change as agentic commerce slowly makes its way onto consumer-facing platforms.

Citi’s Strata Elite rollout has been pockmarked by poor customer service, per a report by The Wall Street Journal. Amex’s Platinum and Chase’s Sapphire Reserve products look increasingly desirable as competitors fumble their entrance into the premium space. To win over former Strata Elite cardholders, Amex and Chase should advertise their card portfolios’ solid customer service performance records in combination with their impressive reward packages. In addition, both issuers should highlight their cards’ travel rewards compatible with flying American Airlines. Former Citi cardholders may have joined specifically for AA frequent flier benefits, making travel rewards preferences critical for those members who might switch to a new product.

In today’s digital era, a bank’s internal culture is public-facing. Employee experiences quickly surface through reviews and social media, directly shaping customer trust and brand perception, per The Financial Brand. A stressed, disconnected, or toxic bank culture can undermine any marketing strategy, even if it’s creative and targeted at the right customers. Assessing and addressing culture issues should be a key step of looking holistically at customer acquisition and retention strategies. Anonymous employee polls can help banks identify potential risks to customer relationships.

The news: 53% of US consumers cited a lack of human empathy and understanding as a concern with using Gen AI-powered customer service tools, per a survey conducted by American Express. Our take: GenAI will be an engine for automizing easy wins, like personalized customer service experiences or customized rewards. However, the tool needs to be selectively deployed for best results. Consumers also still desire access to live representatives for human touches that genAI cannot generate. Issuers who can provide a blend of both in their customer service experiences stand to win the approval of all age brackets across their cardholding base.

The news: 79.64% of consumers prefer going straight to their bank to resolve a dispute rather than engaging the merchant in question, per a survey by Chargebacks911. Our take: Both banks and merchants want to reserve the chargeback process for exceptional circumstances in customer care.

The news: When asked where they’re seeing the most return on their AI investments, 68% of Canadian banks cited a back-office implementation, while just 32% cited a customer-facing capability, per GFT’s 2025 Banking Disruption Index Report. Our take: Prevention is an obvious area for AI investment, given the rising costs of cybersecurity and fraud incidents. But it’s a good sign that banks are also investing in enhanced customer-facing capabilities that could help them attract and retain customers. They should prioritize these investments going forward, particularly with agentic AI on the rise. Customer-experience improvements are essential even if their value isn’t immediately quantifiable: Over half of Canadian banking customers say they would leave their bank due to a poor customer experience.

Partnerships and AI adoption powered the BNPL company’s lead over competitors.

Retailers and brands are racing to deploy AI across the shopping journey, but trust, quality, and execution will define who wins.

Despite being a leader in AI use, the BNPL provider said leaning on AI for customer service lowered support quality