New Ba ki g Repo t Reveals a Hyb id Matu ity Gap: 76% Say They’ e I teg ated, While 61% St uggle to Fo ecast Staffi g
Desig ed fo ope atio s, etail ba ki g, CX, a d digital t a sfo matio leade s, the epo t offe s data-backed i sights i to AI adoptio , wo kfo ce pla i g, scheduli g matu ity, tech ology i vestme t, a d the futu e of b a ch pe fo ma ce.
It’s about maki g eve y i te actio mo e pu poseful a d p oductive … The i stitutio s that solve that ope atio al laye will be best positio ed to tu hyb id ba ki g i to a t ue g owth e gi e.
SASKATOON, SK, Septembe 03, 2026 /24-7P essRelease/ — Coco ut Softwa e today eleased B a ch Fo wa d: How Fi a cial I stitutio s A e I vesti g i Tech ology, Scheduli g, a d the Futu e of CX, a ew esea ch epo t developed i pa t e ship with Futu e B a ches I sights that eveals a g owi g divide betwee fi a cial i stitutio s’ digital p og ess a d thei ope atio al eadi ess.
Based o a study of 100 se io fi a cial i stitutio leade s ac oss the U.S. a d Ca ada, the esea ch poi ts towa ds sig ifica t t e ds a d challe ges amo g ba ks a d c edit u io s:
A sig ifica t gap i ope atio al matu ity: While 76% of fi a cial i stitutio s say they delive a i teg ated hyb id ba ki g expe ie ce, just 3% desc ibe thei matu ity as t uly “i tellige t” o “optimized.” At the same time, 61% f eque tly st uggle to fo ecast staffi g equi eme ts to meet custome dema d, highlighti g a c itical ope atio al gap as ba ks a d c edit u io s look to imp ove b a ch pe fo ma ce.
A c itical uptake i AI i teg atio s: The epo t highlights how ba ks a d c edit u io s a e i c easi gly i vesti g i AI a d scheduli g i f ast uctu e as they wo k to close that gap. Mo e tha half (56%) of espo de ts said they a e al eady impleme ti g AI i specific depa tme ts o wo kflows, while 22% a e scali g AI i stitutio -wide. Mea while, mo e tha half have fo mal i vestme t pla s fo AI-d ive scheduli g a d i tellige t adviso matchi g (58% each) a d dema d fo ecasti g (53%) withi the ext 18 mo ths.
A highe value see i scheduli g: The esea ch also poi ts to a fu dame tal shift i how fi a cial i stitutio s view scheduli g: f om a ope atio al fu ctio to a d ive of eve ue a d b a ch pe fo ma ce. 54% of espo de ts said appoi tme t co ve sio value, o eve ue pe appoi tme t, is the scheduli g met ic they a e most focused o imp ovi g, while 38% a ked co ve sio optimizatio as thei top busi ess p io ity ove the ext 12 mo ths.
A summa y of key fi di gs f om the epo t:
–76% of fi a cial i stitutio s say they delive a i teg ated hyb id ba ki g expe ie ce, but o ly 3% desc ibe thei matu ity as t uly “i tellige t” o “optimized.”–61% f eque tly st uggle to fo ecast staffi g dema d, while 38% expe ie ce that challe ge occasio ally.–58% have fo mal i vestme t pla s fo AI-d ive scheduli g, a d a othe 58% fo i tellige t adviso matchi g, ove the ext 18 mo ths.–55% favo a best-of-b eed, i teg atio -fi st ve do st ategy athe tha ve do co solidatio .–65% say st ategic alig me t is o e of the two most impo ta t facto s whe fu di g ew tech ology, while 42% cite custome impact such as NPS a d CSAT.–46% a k total cost of ow e ship as the most impo ta t facto i build-vs-buy tech ology decisio s.
“Fi a cial i stitutio s have made sig ifica t p og ess co ecti g physical a d digital ba ki g, but the ext stage of matu ity is ‘t about addi g mo e cha els—it’s about maki g eve y i te actio mo e pu poseful a d p oductive,” says Kathe i e Reg ie , CEO of Coco ut Softwa e. “That equi es i stitutio s to bette p edict dema d, co ect the ight people i the ight place at the ight time, a d tie eve y i te actio to clea outcomes. The i stitutio s that solve that ope atio al laye will be best positio ed to tu hyb id ba ki g i to a t ue g owth e gi e.”
Desig ed fo ope atio s, etail ba ki g, custome expe ie ce, a d digital t a sfo matio leade s, the epo t offe s data-backed i sights i to AI adoptio , wo kfo ce pla i g, scheduli g matu ity, tech ology i vestme t, a d the futu e of b a ch pe fo ma ce.
Dow load B a ch Fo wa d to explo e the full fi di gs a d be chma k you i stitutio ‘s app oach to AI, wo kfo ce pla i g, scheduli g, a d b a ch pe fo ma ce.
About Coco ut Softwa e
Coco ut Softwa e is edefi i g how fi a cial i stitutio s u thei b a ches, both physical a d vi tual, with AI-powe ed I tellige t B a ch Solutio s that u ify ope atio s, wo kfo ce pla i g, a d custome e gageme t i o e platfo m. By combi i g AI-d ive i sights with e te p ise-g ade appoi tme t scheduli g, i -b a ch queui g, video ba ki g, a d wo kfo ce optimizatio , Coco ut helps i stitutio s fo ecast dema d, optimize staff allocatio , a d delive seamless custome expe ie ces—d ivi g st o ge b a ch pe fo ma ce.
T usted by 200+ ba ks a d c edit u io s ac oss No th Ame ica, i cludi g RBC, Mou tai Ame ica C edit U io (MACU), a d M&T Ba k, Coco ut Softwa e helps fi a cial i stitutio s st eamli e b a ch t affic, optimize wo kfo ce pla i g, a d accele ate eve ue g owth.
Visit coco utsoftwa e.com to lea mo e.
Media Co tact: Coco ut Softwa e | [email p otected]
About Futu e B a ches I sightsFutu e B a ches I sights, the i dust y esea ch a d digital publishi g a m of Futu e B a ches, delive s cutti g-edge data a d a alysis o t e ds, challe ges, a d oppo tu ities i the etail ba ki g a d b a ch t a sfo matio secto s. Th ough comp ehe sive esea ch epo ts, webi a s, a d thought leade ship i itiatives, we empowe se io -level ba ki g leade s to make i fo med st ategic decisio s a d stay ahead i the apidly evolvi g fi a cial se vices la dscape.
Ou deep i dust y i tellige ce ot o ly i fo ms ba ki g leade s but also co ects i ovative solutio p ovide s with key decisio -make s, foste i g a dy amic ecosystem that d ives the futu e of b a ch ba ki g a d custome expe ie ce i the fi a cial se vices space.
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