New research has revealed that UK banks need to go further to gain customer trust in an increasingly digitised world.

A study from IBM found that 43 per cent of banking customers want their banks to launch more advanced cybersecurity and privacy features.

A further 82 per cent of UK citizens surveyed cited data security and privacy as their top priorities when using digital banking.

Over a quarter of respondents agree their banks could understand them better and are happy for their banking data to be used to provide personalised services that match their needs.

Around half of those surveyed aged 18-24 (54 per cent) and 25-34 (50 per cent) would welcome the use of technologies such as artificial intelligence if they improve services and create personalised interactions.


“Banks already use some of the most advanced technologies in the world to protect their customers and their data online,” said Bharat Bhushan, chief technology officer, banking & financial services, IBM UK & Ireland. “As consumers increasingly use self-service and digital channels, banks need to do even more to protect customers against emerging forms of fraud that can deceive even the digitally savvy.”

Bhushan added: “Banks now have an opportunity to improve how they communicate with their customers as digital banking services become more advanced, to build and maintain trust. Regular, clear and actionable insights help customers understand that the bank is doing everything it can to protect them.”

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