New research from FinTech Futures and Moneythor reveals why most banks are falling behind on engagement — and what the ones pulling ahead are doing differently.
Closing the gap:
customer expectations, AI and personalisation in retail banking.
200+ retail banking leaders. One clear picture of the engagement gap.
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Inside the report
What you’ll learn about the industry’s biggest digital banking challenges.
Based on responses from retail banking leaders worldwide, the report uncovers where the gaps are widest, why AI adoption is stalling, and what it actually takes to close the distance between customer expectations and what banks deliver today.
62%
of institutions say acquisition is their top priority, yet 74% rate their own efforts as only moderately successful. The report unpacks where ambition and execution diverge.
13%
average customer drop-off across surveyed institutions, while new customers take 12 months to become profitable. This is the window where most banks leave money on the table.
12%
of banking leaders believe their institution excels at meeting customer expectations. The report identifies the technology and organisational barriers holding banks back.
65%
of banking customers are no longer active in digital channels. The report shows where the dormant majority are being lost, and how leading banks bring them back with real-time data.
The engagement gap
Why customer engagement is the defining challenge in digital banking.
Most banks invest heavily in digital platforms. Few have solved what happens after a customer signs up.
61%
cannot track the customer journey effectively
55%
cannot deliver personalised experiences at scale
49%
fail to sustain engagement beyond onboarding
The commercial cost is direct. New customers take up to 12 months to become profitable, with a 15% drop-off within the first three months. Every engagement gap is acquisition spend that never returns. The banks closing this gap are not outspending their competitors.
They are acting on transaction data faster, with AI and real-time personalisation embedded in the product from day one.
Why read it
What you’ll take away.
See where your bank stands
Benchmark your acquisition, activation, and engagement against retail banking leaders worldwide.
Understand why AI adoption stalls
The technology and organisational barriers keeping banks from acting on the data they already hold.
Close the profitability window
Where the 12-month path to profitability breaks down, and how leaders shorten it.
Get a practical playbook
What it actually takes to embed real-time personalisation from day one, drawn from banks already doing it.
The research
A clear, evidence-based picture of the engagement gap
Built on responses from 200+ retail banking leaders worldwide, the report moves past anecdote to show exactly where banks lose customers, and what separates the leaders from the rest.
- Benchmark data across acquisition, activation, and engagement
- The real barriers stalling AI adoption in banking
- What the banks pulling ahead are doing differently
Your customers’ data is ready. Is your bank?
Moneythor helps banks acquire, activate and engage customers through AI-driven personalisation powered by financial data. Turn financial data into measurable customer action and growth.