New Market Research Reveals Digital Banking Has Become the Relationship Layer for Every Generation
Alkami’s 2026 national study shows digital experience now drives loyalty across generations and exposes a relevance gap for regional and community banks.
Rhea-AI Summary
Alkami Technology (ALKT) released its 2026 Generational Trends in Digital Banking study, showing that digital channels now form the primary “relationship layer” between consumers and financial institutions across all generations.
The research, conducted with Jason Dorsey and The Center for Generational Kinetics, finds that 85% of consumers view digital banking experience quality as essential or important when choosing a new primary provider. Roughly half would switch for a much better digital experience, and 31% have already opened an account with a new institution after a bad digital interaction.
Generational preferences differ: 57% of Gen Z look to their primary provider for financial education; 65% of Millennials are comfortable with AI-enabled tools for spending, security, and money management; 91% of Gen X say phone support is important and 87% value online virtual assistance; and 92% of Baby Boomers prioritize protection of their data from fraudsters and hackers.
The study highlights a relevance gap for regional and community institutions, where only 38% of consumers see product recommendations becoming more relevant over the past year versus about half at online-only and major national providers, and notes that 51% of digital banking users are comfortable with AI processing their financial data when it clearly improves the experience.
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Key Figures
- Digital experience importance
- 85%
- Consumers considering a new primary provider
- Provider switching after poor experience
- 31%
- Consumers that opened an account with a new institution
- Financial education demand
- 57%
- Generation Z consumers seeking education from their primary provider
- AI-enabled experience comfort
- 65%
- Millennials comfortable with AI-enabled financial experiences
- Phone support importance
- 91%
- Generation X consumers
- Data protection importance
- 92%
- Baby Boomers citing protection from fraudsters and hackers
- Relevant recommendations
- 38%
- Consumers at regional and community institutions
- Study participants
- 1,500 participants
- Fourth annual national digital banking study
Historical Context
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Raiz reported faster account opening, higher login rates, and $286,000 fraud prevention.
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Tri City launched Alkami's platform to extend community banking into digital channels.
24h Move is the share-price change in the day after each event; other market factors may also have contributed.
AI-generated analysis. How Rhea-AI works. Not financial advice.
The 2026 Generational Trends in Digital Banking study finds nearly 1 in 3 consumers have already switched providers after a bad digital experience, as Generation Z, Millennials, Generation X, and Baby Boomers each define loyalty differently
The research finds that digital banking has become the primary layer where financial relationships are won, tested, and lost — and that regional and community financial institutions have the most ground to gain by tailoring the experience to each generation's distinct needs.
The findings arrive as regional and community financial institutions compete for attention against megabanks, fintechs, and artificial intelligence (AI)-enabled experiences that reset consumer expectations with every digital interaction. The research report suggests that financial institutions able to combine an understanding of generational needs with account-holder-level data will be best positioned to anticipate, onboard, engage, and grow relationships as the industry moves toward what Alkami calls "Anticipatory Banking."
"Preferences are oftentimes reduced to stereotypes where younger generations only want mobile, or older generations only want to visit a branch for on-site service," said Marla Pieton, vice president, brand, public relations and influencer marketing at Alkami. "This year's research tells a more insightful story where generational differences reflect a variety of life stages, financial complexity, and comfort with technology. Financial institutions that understand those differences can design more relevant digital experiences, guidance, and offers across the entire lifecycle of the banking journey."
Highlights from the research include:
- Digital banking is the relationship layer.
85% of consumers say the digital banking experience quality is essential or important when considering a new primary provider.- Roughly 1 in 2 would switch providers for a much better digital experience, and
31% have already opened an account with a new financial institution after having such a bad digital experience.
- Each generation defines value differently.
- Generation Z (Gen Z) seeks clarity, with
57% looking to their primary provider for financial education. - Millennials value coordination, with
65% comfortable with AI-enabled experiences that help navigate spending, security, and everyday money management. - Generation X (Gen X) prioritizes control, with
91% saying phone support is important and87% prioritizing online virtual assistance. - Baby Boomers emphasize protection, with
92% saying protection of their data from financial fraudsters and hackers is important to their digital banking experience.
- Generation Z (Gen Z) seeks clarity, with
- Regional and community institutions face a relevance gap.
- Only
38% of consumers at regional and community financial institutions say product recommendations have become more relevant over the past year, compared with51% at online-only providers and50% at major national institutions. 44% of digital banking Americans wish their primary provider did a better job anticipating their financial needs and goals.
- Only
- Consumers are open to AI when the value is clear.
51% of digital banking Americans are comfortable with AI processing their financial data if it leads to a better experience. Security and fraud protection, saving time, and supporting better financial decisions emerge as compelling use cases.
"Consumers are not looking for a one-size-fits-all banking experience. A primary banking relationship is no longer a promise of exclusivity. Consumers may stay with the same bank or credit union for years while spreading their financial activity across providers that better meet specific needs," said Jason Dorsey, president of The Center for Generational Kinetics and a leading generational researcher. "Financial institutions that use these generational patterns as a starting point, then pair them with account holder data can become more relevant in the moments that shape financial behaviors and stay relevant."
The national study, now in its fourth year, included a stringent methodology with 1,500 participants weighted to the 2020 U.S. Census for age, gender, region, and ethnicity, with all participants active in digital banking. The full report offers strategic recommendations for how financial institutions can onboard, engage, and grow relationships with consumers in each generation by delivering anticipatory banking experiences across channels.
To download the full report, click here. To register for the webinar on September 22 at 2 p.m. EDT featuring Jason Dorsey and Nick Weston, senior manager, product management at Alkami, visit here.
To learn more about Anticipatory Banking and the Alkami Digital Sales & Service Platform, visit here.
About Alkami
Alkami provides a digital sales and service platform for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.
Media Relations Contacts
Vested
alkami@fullyvested.com
Marla Pieton
marla.pieton@alkami.com
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SOURCE Alkami Technology, Inc.
FAQ
How was Alkami’s 2026 Generational Trends in Digital Banking study conducted?
The study is a national survey in its fourth year with 1,500 participants, all active in digital banking. The sample was weighted to the 2020 U.S. Census for age, gender, region, and ethnicity, and used what is described as a stringent methodology.
What relevance gap did the study find for regional and community financial institutions?
Only 38% of consumers at regional and community institutions say product recommendations have become more relevant over the past year, compared with 51% at online-only providers and 50% at major national institutions. Additionally, 44% of digital banking Americans wish their primary provider did a better job anticipating their financial needs and goals.
How do consumers feel about AI in digital banking, based on the study?
The study reports that 51% of digital banking Americans are comfortable with AI processing their financial data if it leads to a better experience. Security and fraud protection, time savings, and support for better financial decisions are cited as compelling AI use cases.