Boost sales and customer experience (CX) through Employee Experience (EX). Plus, create safe and motivating work environments. 

State of U.S. Retail Banking 2026: Where Digital Convenience Meets Human Trust

The State of U.S. Retail Banking study reveals a sector performing strongly at its core—yet facing critical gaps that will shape the next phase of competition. Drawing on mystery shopping and consumer surveys collected across eight months, the research highlights a powerful truth: digital channels are essential, but human interaction remains the foundation of trust and loyalty.

While 71% of consumers use digital banking weekly or daily, more than one‑third of clients aged 45+ engage online less than once per month—signaling untapped opportunity. In branches, courtesy and confidence score highly, but proactive recommendations and digital education remain limited. With a Net Promoter Score of +73%, banks are well‑positioned—yet vulnerable to shifting expectations around convenience, personalization, transparency, and rewards.

This report delivers actionable insights for bank leaders, outlining where client journeys excel, where friction persists, and how institutions can convert satisfaction into long‑term advocacy in an increasingly competitive environment.

Static manuals are obsolete. Learn how top-performing retailers are using AI, Computer Vision, and mobile task platforms to create two-way transparency. Transform your store floor into a frictionless operation with real-time feedback loops and operational intelligence.

Moving beyond the cost-plus formula: learn how agentic AI optimizes retail pricing through automated inventory management, omnichannel accuracy, and electronic shelf labels. Increase gross profit by up to 10% with data-driven precision.

Explore the rise of agentic AI and data maturity in retail. Learn how leading brands are leveraging AI as a 'silent co-pilot' to optimize inventory forecasting, staffing, and customer personalization while widening their competitive moat for 2026.

Explore the impact of omnichannel retail trends on Gen Z and beyond. Learn how holistic journey assessments and competitive benchmarking can increase sales conversions by 15–20% while optimizing your digital and human interactions.

Learn how retail leaders use customer experience benchmarking to drive cross-functional alignment. This guide explores how data-driven journey insights reduce internal friction, improve employee retention, and boost conversion and revenue growth.

Discover why top-performing retailers prioritize continuous experience evaluations and near-time feedback. Gain a strategic edge by uncovering market trends, pricing shifts, and competitor promotions as they happen.

Competitor IQ – A Division of DALBAR Inc., a leading provider of innovative data intelligence solutions (www.ciqdata.com), today released findings from two micro studies, revealing surprising insights that challenge conventional wisdom in beauty retail and fast-casual dining. These reports offer important insights for businesses looking to align with changing customer expectations.

Competitor IQ – A Division of DALBAR Inc., a leading provider of innovative data intelligence solutions (www.ciqdata.com), today released findings that shed light on the intricacies of the mortgage market and consumer financial habits. Through our proprietary mystery shopping methodology, we uncovered data that goes beyond surface-level statistics, providing a deeper understanding of market dynamics.