How do you build trust in technology?
Technology and AI are reshaping financial services, creating opportunities to improve customer experiences, increase efficiency and deliver more personalised services. But while innovation is accelerating, customer trust isn't keeping pace.
This research explores what we're calling The Technology Trust Gap - the growing tension between the pace of technological innovation and the pace at which customers are ready to trust and adopt it.
Enter your details in the form below to access your copy of our exclusive 2026 research and discover what customers really expect from banks, insurers, lenders and financial brands as technology continues to evolve.
81%
of consumers believe all uses of AI should be clearly signposted
66%
of consumers say there isn't enough transparency around how AI is being used
60%
of consumers want access to a human to verify AI recommendations
73%
of consumers are concerned AI could lead to more sophisticated financial fraud
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the full research and findings
Get early access to the complete findings, including demographic breakdowns, practical recommendations and implications for financial services organisations.
How this research can help you
This report helps financial services leaders understand what drives customer trust in technology and how marketers, digital and CX teams can help build confidence in increasingly AI-powered experiences.
Inside, you’ll discover:
- The conditions customers need before they'll trust AI and digital experiences
- The biggest barriers to adoption and where confidence begins to break down
- Practical opportunities to improve transparency, communication and customer reassurance
- How attitudes differ across age groups and customer segments
- Why human support remains a critical part of successful digital experiences
- Practical considerations for building trust into future customer journeys and digital strategies
Why this matters
The organisations that succeed over the next decade won’t just introduce more technology, they'll help customers understand it, and most importantly, feel confident using it.
Building trust is about helping customers understand how technology works, giving them reassurance when they need it, and making them feel in control.
This research provides evidence-based insights to help financial services organisations bridge the Technology Trust Gap by building customer confidence alongside technological progress.
