All In On AI: The Next Wave of Banking

Since its inception in 2021, our longitudinal Global Banking Benchmark Study has been dedicated to uncovering the shifting priorities, goals and challenges of digital transformation within the financial services sector.

This year’s survey reveals that AI dominates banks’ digital transformation plans, signaling that banks’ adoption of AI is on the brink of change. While banking leaders find digital transformation more challenging than they did when we conducted this survey two years ago—due to budget constraints, regulatory challenges and lack of operational agility—they are looking to digital to improve the bottom line.

1. Banks’ new digital transformation mantra: “Do better, not more”

2. The highest priority transformation area is the data & analytical bedrock to better understand customers

3. Investment in AI is the top accelerant of digital transformation, with banks prioritising internal uses and efficiency gains first

• The extent of AI integration in banks over the past year
• Future plans for AI utilization in banking
• Banks’ top digital transformation goals today
• The top nine barriers to digital transformation
• The top three drivers of change in customer experience
• The four strategic moves to fast-track digital transformation

Customers demand tailored digital journeys that speak to their individual needs. This isn't about following a fleeting trend; it's about reshaping banking for a world that prizes both speed and a personal touch.

Read our new retail banking report and embrace Gen AI for a human-centered future.