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Trend #2 – Digital user experience (UX): The key battleground for customer loyalty

Date: June 24, 2026
Region: Global
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As digital interactions become the primary way customers engage with their financial institutions, user experience increasingly influencing customer acquisition, retention and trust. Mark Donohue explores the shift from digital access to customer control and how leading institutions are strengthening security, self-service and personalisation as the banking app becomes central to customer relationships.

You can also download the full Financial Services Trends & Predictions 2026 report to help guide your strategy for the remainder of the year.

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