Banks still hold their customers' trust, but they are losing them on experience, as consumers increasingly turn to third-party AI tools to manage their money instead. The incoming FiDA regulation will remove the last structural barrier holding that shift in check, laying bare an experience gap that trust has so far concealed. Only banks that redesign around how customers actually behave, and around the depth of data they already hold, will remain at the centre of their customers' financial lives. This report explores what's driving the shift and what banks must do now to close the gap.