Financial Services State of the Nation Survey 2026

Research conducted in November 2025

The financial services industry is entering a decisive moment.

Our 2026 Financial Services State of the Nation report explores how modernization, AI and security, and rising customer expectations are reshaping the industry.

Download the report to understand where the industry is heading and what matters most next.

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Based on insights from institutions across 11 global markets, this year’s findings show a sector moving beyond experimentation and into execution.

Modernization is now a strategic priority. AI is now widely embedded across operations. Security spending is accelerating. And customer experience has emerged as the clearest differentiator in a more competitive and tightly regulated environment.

1

Modernization moves to the top of the agenda.

This priority area is driven by the need to scale AI, strengthen resilience, and deliver superior customer experience.

87% of respondents plan to invest in modernization over the next 12 months. Institutions recognize that modern platforms and data architecture are essential to scaling AI, strengthening resilience, and delivering customer experience across channels.

54% of respondents use partnerships with fintech providers as the default approach to modernization.

40% projected increase in security investment in 2026 as institutions respond to growing digital risk and regulatory scrutiny.

29% of respondents prioritize cloud adoption (which underpins modern transformation), reflecting continued industry desire to tap into the benefits of cloud including lower costs, increased scalability, and enabling personalization, compliance, and innovation at speed.

2

AI adoption accelerates.

Focus has shifted from experimentation to outcomes. Financial institutions are now prioritizing how to scale AI responsibly, securely, and profitably across payments, lending, compliance and customer engagement.

61% of institutions improved their AI capabilities in the past year

96% of institutions are actively using, piloting or planning to use AI

2% of respondents say they are not using AI at all

3

Customer experience becomes the front line.

Customer expectations continue to rise.

Respondents at financial institutions say improved service and more personalized experiences are now their customers’ top demand. 38

Personalization is no longer a differentiator for a few. Only a small percentage of institutions globally report that they offer no personalized services, highlighting how central customer experience has become to competitiveness and trust. 4

4

Despite ongoing disruption, industry confidence remains strong.

Respondents express high levels of optimism about the opportunities ahead, both personally and for their institutions, as technology and operating models continue to evolve.

87%are excited for the opportunities ahead at a personal level

86%are excited about the opportunities for their institution

84%are excited for the sector more broadly

20242025

Technology decisions now sit at the center of trust, resilience, and customer experience. Institutions are expected to move quickly, but also responsibly, as regulatory scrutiny increases, and customers demand financial services to work reliably, securely, and personally every time.

Chris Walters

Chief Executive Officer, Finastra

Explore the biggest trends shaping financial services. Learn how leading institutions are navigating a landscape where modernization, AI, security, and customer experience are no longer optional, and where responsible innovation is becoming the foundation of long-term success.

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Methodology
A total of 1,509 managers and executives from banks and financial institutions across 11 regions participated in the survey (including France, Germany, Hong Kong, Japan, Mexico, Saudi Arabia, Singapore, the UAE, UK, the U.S. and Vietnam). Collectively, the organizations represented manage over $100 trillion in assets, equivalent to approximately a quarter of global financial assets based on public estimates. These organizations employ around 5 million staff and serve approximately 400 million client, customer, or member relationships.