Banks look to close the expectation gap with data, real-time infrastructure, and human judgment

Podcast: Tearsheet Podcast: Exploring Financial Services Together · Tearsheet Studios

Opublikowano: 2026-11-03

Customers hold their banks to a standard they learned somewhere else. Brian DuVal, President of North America at Temenos, points to the speed and ease of use they have become accustomed to booking a hotel, renting a car or buying with one-click on Amazon. Yet their banking experiences don’t always measure up. This distance is the subject of “The Banking Expectation Gap: U.S. Consumer Edition,” research commissioned by Temenos. It points to a widening gap between what consumers expect and what many institutions can deliver, particularly in personalization, trust, digital experience, and timely human support. Paul Weiss, Chief Transf...