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
PLANO, Texas, Sept. 9, 2026 /PRNewswire/ -- Alkami Technology, Inc. (Nasdaq: ALKT) ("Alkami"), a digital sales and service platform provider for financial institutions in the U.S., today announced the release of its new national research study conducted in partnership with Jason Dorsey and The Center for Generational Kinetics (CGK). The report, titled Tailoring the Banking Experience to Each Generation, examines how Generation Z, Millennials, Gen X, and Baby Boomers have different financial priorities, technology expectations, and changing behaviors that influence how they engage—and want to engage—with banks and credit unions.
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 and 87% 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.
- 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 with 51% at online-only providers and 50% at major national institutions.
- 44% of digital banking Americans wish their primary provider did a better job anticipating their financial needs and goals.
- 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.
