Banking without advisors, AI, the digital euro: How the French are reshuffling the deck

The fifth edition of the “Bank of Tomorrow” survey by mc2i paints a picture of a banking relationship undergoing profound change, characterized by a drive toward automation, the integration of artificial intelligence into savings decisions, and a demand for control over payments.
 

The neighborhood bank branch still has its supporters, but a growing number of customers would gladly do without it. According to the fifth edition of the “Bank of Tomorrow” survey by the consulting firm mc2i, which polled 2,001 French people, 44% would accept a fully automated bank without advisors. 

At the same time, 15% say they already use artificial intelligence to make investment decisions. These two figures illustrate just how quickly usage patterns are shifting.
 

The study describes a relationship in flux, shaped by the pursuit of simplicity, the rise of digital tools, and new expectations regarding security. As AI increasingly influences individuals’ financial decisions and payment methods become more diverse, the French are gradually redefining what they expect from their banks—not through a sudden shift, but through a series of incremental changes. Acceptance of a model without an advisor does not signal the end of the need for guidance, but it does confirm that, for nearly one in two customers, the physical branch is no longer a necessary step.
 

Payment sovereignty is gaining ground
When it comes to payment methods, there is a clear demand for control. For 68% of respondents, it is essential that their payment tools guarantee the sovereignty and security of their data—a concern that aligns with the public debate on dependence on international networks. Half say they support the digital euro being developed by the European Central Bank, a project still in its early stages but already firmly established in the public consciousness. Peer-to-peer payment solutions continue to gain traction, driven by younger users: 76% of those under 35 use services like Wero or Paylib. The shift toward European alternatives to traditional card networks is gaining ground in everyday habits.
 

Not all expectations are being met. When it comes to digital assets, 18% of French people would like to invest but feel that their primary bank does not offer suitable products—a gap that traditional financial institutions could fill. This latent demand creates an opportunity for institutions capable of offering supervised access to cryptoassets without referring their customers to specialized platforms. The topic, long shunned by retail banks, is becoming a key selling point as customers demand a one-stop shop for all their investments.
 

People under 35: Volatile Clients
This surge in automation does not eliminate the need for advice on key moments in one’s financial life, from mortgages to retirement planning. The apparent paradox of a customer base that demands both greater autonomy in day-to-day banking and expert guidance on major decisions is shaping a hybrid model, in which branches refocus on providing added value while routine transactions shift toward self-service and digital assistants. It is along this dividing line that competition between traditional banks, neobanks, and new entrants will play out.
 

The youngest generation also appears to be the most mobile. Among those under 35, 64% say they are willing to switch banks for environmental or societal reasons, which makes the bank’s commitments a key factor in customer loyalty, alongside price and service. For this customer base, a bank’s brand is judged as much on its stated values as on its rates, and even the slightest discrepancy between words and actions results in customer attrition. Loyalty, long taken for granted due to inertia, must now be earned.
 

According to Lorenzo Bertola, director of the Banking, Finance, and Insurance division at mc2i, these developments point to a future in which banks will need to combine automation, an expanded service offering, and evidence of accountability. The acceleration of AI, the growth of sovereign payments, and rising non-financial expectations together form a set of requirements that established players will not be able to ignore for long, lest their youngest customers look elsewhere for what they cannot find with them.
 

Source: “Bank of Tomorrow” survey, 5th edition, mc2i, survey of 2,001 French citizens (press release issued by Cap & Cime PR, June 29, 2026).