Member Exclusive

Letter from the editor: Banks don’t have a Gen Z problem – they have a major issue with UX

  • As the largest generation in history, getting Gen Z right is an existential issue, particularly for plain-vanilla financial institutions. 
  • But shifting the goalposts can be an effective way forward for banks and other FIs as they build for the future.
close

Email a Friend

Letter from the editor: Banks don’t have a Gen Z problem – they have a major issue with UX

For the past couple of years, we’ve been mapping traditional financial services’ journey with Gen Z (primarily in our Gens under the lens, Gen Z readiness and Gap Z reports). 

It’s an important inquiry because as the largest generation in history, getting Gen Z right is an existential issue, particularly for plain-vanilla financial institutions. 

Honestly, Gen Z doesn’t really want what banks have to offer. They’ve been primed by the dopamine hits from TikTok, personalized recommendations from Netflix, speed of Amazon, and usability of Apple. Gen Z is overwhelmingly meh when it comes to traditional financial services. They don’t like the big business aspect of banks that seem totally out-of-step on social issues that are important to this younger generation.

And so, Gen Z is generally prepared to forgo engaging directly with bank services in favor of neobanks or embedded finance offerings. 

Gen Z just doesn’t vibe with banks.

So, what’s a bank to do? (it’s primarily why we’re running a cross-industry working group on building products that Gen Z loves)

subscription wall for TS Pro

0 comments on “Letter from the editor: Banks don’t have a Gen Z problem – they have a major issue with UX”

10-Q, Member Exclusive

With its historic asset cap lifted, what exactly does Wells Fargo plan to do with its regained freedom?

  • In early June 2025, Wells Fargo finally saw the infamous asset cap lifted.
  • What did it take for Wells to reach this turning point? And how does it plan to make the most of its second chance?
Sara Khairi | June 30, 2025
10-Q, Member Exclusive

Wise goes West: Why the London fintech star is headed for a US stock exchange, and what it signals about global capital markets

  • Wise announced it plans to shift its primary stock listing to a US stock exchange, a move both strategic and symbolic that underscores tectonic shifts in the global listings landscape.
  • Wise’s decision is less about location and more about evolution. And London, for now, remains a proud hometown - but a second choice.
Sara Khairi | June 16, 2025
Artificial Intelligence, Member Exclusive

Agentic AI is knocking. Here’s how banks are answering the door

  • A growing number of institutions are assessing how to deploy Agentic AI systems securely within their established governance structures, as they anticipate a shift toward greater automation in financial services.
  • Our analysis focuses on financial institutions that have implemented or are planning to implement Agentic AI, as well as the present state of their integration initiatives.
Sara Khairi | June 12, 2025
10-Q, Member Exclusive

A tale of two innovations: Square’s AI edge for SMBs and Morgan Stanley’s code makeover

  • We track two new AI developments this week from well-known public companies: Square and Morgan Stanley.
  • We analyze how Square’s Conversational AI signals a broader transformation in small business tech, and shed light on Morgan Stanley’s work addressing a critical, yet often ignored, AI issue.
Sara Khairi | June 09, 2025
10-Q, Member Exclusive

How Pagaya (PGY) and Upstart (UPST) are venturing deeper into AI to make fintech lending more intelligent

  • Recently, some of the quieter names in public finance have pushed their AI efforts beyond experimentation and into practical use.
  • We look at how under-the-radar public financial firms, Pagaya and Upstart, are operationalizing AI within their organizations.
Sara Khairi | June 02, 2025
More Articles