Focus on Trust, Not Technology

Author: Layne Haaksma, Senior Research Analyst

What financial services customers say about CX and AI

Ask a bank customer what went wrong on their last call, and the answer is rarely “the chatbot was dumb” or “I didn’t want to talk to a machine.” More often, it’s some version of: “I had to repeat myself. I got transferred. I couldn’t reach a person when I needed one.” According to Metrigy’s second-quarter 2026 AI Consumer Experience Index study of 1,000 demographically representative U.S. consumers, conducted in partnership with NiCE, financial services customer experience (CX) is holding steady over first quarter with overall solid reviews from its consumers. The industry has an opportunity that many others don’t: Proof, in its own AI-driven fraud programs, that consumers will embrace automation when it is built around trust rather than deflection. The challenge is extending that same logic to the rest of the service experience.

Table of Contents

• Introduction
• A Steady Quarter, Not a Standout One
• The Real Friction Point Isn’t the AI – It’s the Verification
• The Channel Shift Already Under Way
• Where AI Already Has Consumers’ Trust: Fraud and Security
• The Emotional Aftermath: Confidence is the Prize
• What This Means for Financial Services CX Leaders
• Conclusion
• Working With Metrigy