While proving ROI is still a challenge, many are seeing gains in efficiency, productivity, and decision-making. Instead of focusing solely on metrics, banks are prioritizing adoption and building internal AI capabilities.
People and culture have emerged as critical success factors—technology alone isn’t enough. Change management, re-skilling, and leadership buy-in are key. At the same time, banks are working to modernize data infrastructure, adopt cloud platforms, and strengthen governance to support safe and scalable AI use.
Data quality and accessibility remain significant obstacles, and many banks are still learning how to manage fragmented systems and rising expectations. Despite these hurdles, momentum is building—particularly around emerging areas like agentic AI, which is already reshaping customer service functions.
The report finds that while short-term wins are being realized, long-term success will depend on how well banks align AI with people, processes and trusted data foundations.
KEY INSIGHTS
AI Driving Business Value
Banks are moving from AI experimentation to practical deployment—improving efficiency, streamlining operations, enhancing decision-making, and boosting productivity. Generative AI is helping accelerate development cycles, optimize customer service, and support internal processes like compliance and coding.
Challenges to Overcome
Despite strong momentum, banks face persistent challenges: fragmented data, legacy systems, skills shortages, and the difficulty of measuring AI’s ROI. Many are still building the foundational infrastructure and governance needed to scale AI effectively across the organization.
Looking Ahead
To fully realize AI’s potential, banks must focus on people, not just platforms. Success depends on cultural transformation, data readiness, and change management. Emerging technologies like agentic AI show promise, but long-term value will come from aligning AI with business strategy and human expertise.
Download the full report
Study contributors
Nacho Torre Solá
Ibercaja - Caja de Ahorros y Monte de Piedad de Zaragoza, Aragón y Rioja
Director of Marketing and Digital Strategy
Rafael Forte Araújo Cavalcanti
Bradesco
Chief Data and Analytics Officer
Jitendra Tekchandani
DBS Bank Singapore
Executive Director, Wealth Management
Zafar Kazmi
Emirates Islamic
Head of Digital Banking
.jpeg)
Garrett Woody
DLHBank Chicago
Enterprise Architect, Cloud & AI/ML, VP
Daragh Morrissey
Microsoft
Director - Artificial Intelligence
Patrik Rylander
Swedbank
CTO
