FOR IMMEDIATE RELEASE | Toronto, ON, and Saskatoon, SK— Coconut Software today released its 2026 Retail Banking Trends Report, an annual overview uncovering six strategic shifts reshaping how financial institutions drive growth, build trust, and compete in an increasingly complex banking landscape.
Based on insights from banking leaders across digital transformation, branch operations, and revenue strategy, the report signals a clear turning point: While digital adoption continues to accelerate, growth is no longer won by technology alone. Instead, the institutions that succeed in 2026 and beyond will be those that intentionally combine digital efficiency with human judgment, operational rigor with empathy, and AI with advisor-led oversight.
“Banking isn’t facing a moment of sudden disruption. It’s experiencing accelerated evolution,” says a representative from Coconut Software. “What we’re seeing is a hybrid future emerge, one where digital clears the path, but human connection secures the relationship. Trust has become the ultimate growth multiplier.”
Some key trends explored in the report include:
Workforce resilience is emerging as a profit strategy, with staffing, scheduling, and advisor enablement directly impacting conversion, retention, and lifetime value.
Branches are being reinvented as advisory hubs, not phased out—playing a central role in trust-based, high-value financial decisions.
The $106 trillion generational wealth transfer is rewarding institutions that deliver empathetic, values-driven advisory—not just products.
And 3 more trends shaping the industry, and strategies for banks and credit unions this year.
The report highlights a critical disconnect facing the industry: While digital maturity is increasing, customer trust is not rising at the same pace. Missed interactions, fragmented experiences, and under-resourced staff now represent some of the largest hidden drags on growth.
“Banks don’t lose customers because they lack technology,” Coconut CEO Katherine Regnier says. “They lose customers when moments of intent are missed—when staff are overwhelmed, when digital journeys lack lifelines, or when trust isn’t reinforced at critical decision points.”
Designed as both a strategic lens and an action guide, the report includes data-backed insights, leadership checklists, and practical metrics to help financial institutions assess where performance and importance are misaligned—and where the biggest opportunities for growth lie.
Access the full report now.
Download the 2026 Retail Banking Trends Report here.
About Coconut Software
Coconut Software bridges the gap between complex branch operations and high-value customer engagements with a suite of Intelligent Branch Solutions. The result: streamlined operations, enhanced customer experiences, and empowered staff focused on meaningful work. Its unified platform combines appointment scheduling, in-branch queuing, and video banking to help financial institutions tackle critical challenges head-on—maximizing resources, improving efficiency, and directly impacting customer satisfaction scores.
Trusted by leading banks and credit unions across North America—including RBC, Mountain America Credit Union (MACU), and M&T Bank—Coconut Software helps financial institutions optimize workforce planning, streamline branch traffic, and achieve revenue goals.
Learn more at coconutsoftware.com.