As we look ahead to 2026, financial institutions (FIs) face a perfect storm of technological disruption, shifting consumer behaviors, and intensifying competitive pressures. Artificial intelligence is no longer a distant promise — it’s a tangible force reshaping every facet of financial services. From how consumers seek advice and discover products to how institutions modernize legacy systems and streamline operations, AI is rewriting the rules of engagement.
But this transformation isn’t without challenges: Lingering trust concerns, regulatory constraints, and the relentless pace of innovation loom large. For FIs, the question isn’t whether to adapt — it’s how fast and how boldly they can pivot to thrive in a zero-click, machine-driven future.
To help financial services leaders prepare, here are three predictions that signal what’s ahead in 2026.
Over Half Of Under-50s Seeking Financial Advice Will Turn To GenAI Tools
Forrester data shows that about half of US and UK online adults already use genAI tools like ChatGPT — and among them, more than half use these tools for recommendations or advice. Despite trust concerns, usage of generative AI for financial advice is surging, driven by demand for affordable, accessible guidance. Younger consumers are leading the charge, forcing FIs to experiment with AI-driven advice within regulatory and risk boundaries. Financial services brands must keep experimenting — not by unleashing genAI unchecked but by integrating it within rule-based systems to manage risk and build trust, as the Dutch bank ABN AMRO does.
AI-Powered Search And GenAI Tools Will Cut Human Web Traffic By 20%
GenAI is transforming product discovery and research. Nearly 40% of US and 43% of UK online adults familiar with genAI have already used it to find new products. In China, 10% of recent borrowers rank it among their top research tools. By 2026, FIs will see human visits to their websites drop by 20% while machine-initiated traffic surges by 40%. Consumers will increasingly rely on AI agents for queries such as “best mortgage rates” or “how much to save for retirement.” To compete in this zero-click world, banks must invest in machine-readable content, real-time APIs, and transparent pricing — paving the way for an agent-to-agent economy where personal AI negotiates and transacts on behalf of customers.
Nearly Half Of Tier-One Banks Will Deploy AI Agents For Back-Office Tasks
In 2026, AI will automate over a third of manual processes such as data processing, reporting, and reconciliation — driving efficiency and accuracy. Tier-one banks are moving beyond generic workflows to role-specific AI agents for compliance, IT coding, and contact center operations, following pioneers like OCBC in Singapore. Success, however, isn’t guaranteed. Banks must align AI strategies with internal skills, risk appetite, and data sensitivity, calibrating autonomy to employee comfort to mitigate risks.
Forrester clients can read our full Predictions 2026: Banking And Investing report to get more detail about each of these predictions, plus two more predictions. Set up a Forrester guidance session to discuss these predictions or plan your 2026 strategy. You can also learn how to put these predictions into action during our live webinar.
If you aren’t yet a Forrester client, you can also download our complimentary Predictions guide, which covers more of our top predictions in 2026. Get additional complimentary resources, including webinars, on the Predictions 2026 hub.
