The Integris banking trust and technology outlook for 2026: Increases in technology spending but also fragile trust

Banks are entering 2026 at a pivotal moment, where banking trust will become key currency.

Technology spending is increasing significantly, cybersecurity threats are intensifying, and artificial intelligence (AI) has become embedded in everyday banking decisions. At the same time, customer trust remains high—nearly 9 in 10 customers believe banks keep their information secure. Yet beneath this veneer of confidence lies growing anxiety about data breaches, AI-driven errors, and how well banks are prepared to manage them.

A 2026 Integris survey offers a detailed look at how banks and their customers are approaching the year ahead. Integris’ research combines insights from 1,000 U.S. banking customers and 673 U.S. banking executives, including chief information officers (CIOs), chief information security officers (CISOs), compliance leaders, and IT directors. The findings reveal a widening gap between customer perceptions and institutional realities—a gulf that could shape trust, loyalty, and competitiveness in 2026.

“This report is key because if shows how the American banking customer is shifting its priorities,” said Cal Roberson, vice president of the Integris Financial Institution Division. “They trust their banks more than many other institutions. But they also see headlines about big banks having major breaches, and it worries them whether their local bank will be able to keep up with the threats. Banks that can show their commitment to security will be the winners in today’s competitive landscape.”

Banking trust is strong—but customers fear malicious attackers and AI mistakes

Customer confidence in bank security remains strong. Eighty-eight percent of respondents say they trust their bank to protect their personal and financial data, and more than half say they chose their bank primarily because of that trust. For many customers, security is now the defining factor in bank selection—ranking above convenience, digital features, or loyalty programs.

But that trust sits alongside increasing anxiety. Forty percent of customers cite malicious attackers stealing bank data as their single biggest concern in banking, outweighing worries about phishing, insider mistakes, or mobile-app fraud combined. At the same time, anxiety surrounding artificial intelligence is emerging. More than half of customers (52%) worry that AI systems could mistakenly freeze their account or block legitimate transactions, while 40% fear that AI use could expose their personal data.

Banks are experiencing far more breaches than customers realize

On the executive side, the reality is stark. More than half of banks report experiencing an email-based breach in the past year, and half report a mobile-related breach. These incidents are no longer rare or exceptional; they are routine operational risks throughout the industry.

Customers, however, remain largely unaware. Only about onein 10 reports receiving a breach notification from their bank in the last year, and 57% believe their bank has never been breached. This perception gap creates a fragile trust dynamic. Customers assume their bank and its data are secure because they have never been told otherwise, even as attacks occur with increasing frequency behind the scenes.

That gap matters because customer tolerance is low. Sixty-six percent of customers say they would consider switching banks after a serious breach, with nearly a quarter saying they would be very likely to leave. Once broken, trust is difficult to restore—especially in an environment where switching banks is easier than ever.

Banking technology budgets are rising—but visibility lags

Bank executives recognize the need to modernize. Forty-five percent expect technology budgets to rise by 40% or more in 2026, and 18% anticipate increases above 60%. Cybersecurity, compliance automation, AI governance, and data integration top the list of priorities.

But modernization faces hurdles. Nearly two-thirds of executives say they lack visibility into total IT spending, with costs spread across departments, vendors, and legacy systems. Many banks operate on technology architecture built  over decades, making it difficult to track investments, prioritize initiatives, or measure return on investment.

AI adoption is accelerating faster than oversight

AI is rapidly becoming central to fraud detection, transaction monitoring, customer service, and risk scoring. But governance has not kept pace. More than a third of banking executives say they struggle to interpret AI outputs or fully understand how certain recommendations are generated.

This disconnect creates dual risk. Internally, opaque AI systems make it harder to audit decisions, ensure fairness, and meet regulatory expectations. Externally, customer uncertainty intensifies fear. If banks cannot clearly explain how AI is used—and how errors are prevented or corrected—customers may perceive AI as a threat rather than a benefit.

Community banks face a distinct modernization challenge

Two-thirds of community-bank customers believe their bank has never been breached, compared with just over half of large-bank customers. That trust is an advantage—but also a risk. If a serious incident occurs, community banks may have less reputational cushion. More than half of community-bank customers say they would consider leaving after a major breach. Transparency gaps are also more pronounced: 41% of community-bank customers are unsure

Want to learn more? Download the complete “2026 Banking trust and technology report” here.