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New Glia Research Finds Community Institutions Can Still Win With Personalized Service — But 55% of Consumers Won’t Wait 10 Minutes for It

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New Glia Research Finds Community Institutions Can Still Win With Personalized Service — But 55% of Consumers Won’t Wait 10 Minutes for It

Regional and community financial institutions hold a clear relationship advantage over megabanks and fintechs, but rising consumer demands for speed and convenience are putting that loyalty to the test, according to new research from Glia, the #1 Banking AI platform.

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Glia’s new 2026 Banking AI Consumer and Leader Survey report draws on surveys of 2,000 U.S. bank and credit union customers and 200 senior financial institution leaders. The findings reveal a growing generational trust gap and highlight how service friction threatens long-term customer retention, especially as an estimated $84 trillion wealth transfer reshapes the financial landscape over the next 15 years.

“The Great Wealth Transfer creates a pivotal moment of opportunity — and risk — for community institutions,” said Dan Michaeli, co-founder and CEO of Glia. “They can do nothing and watch deposits walk out the door to megabanks and fintechs, or they can adapt. Banking AI helps institutions strengthen the personalized relationships and community impact they’ve invested in for decades while also delivering the instant, effortless experiences that younger generations now expect.”

The research points to a banking experience that is becoming increasingly blended rather than simply digital or human. Consumers are most receptive to AI handling routine interactions (where speed and convenience matter), while continuing to prefer human support for more complex needs. That dynamic could be especially important for community institutions competing against megabanks and fintechs. Among financial institution leaders surveyed, 27% identify an inferior digital experience as a top concern when competing with megabanks, rising to 38% when competing with fintechs.


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