The adoption of generative artificial intelligence in the banking sector will experience exponential growth, according to the IBM Institute for Business Value 2025 Outlook for Banking and Financial Markets.
In 2024, 8% of banks systematically developed the technology, while 78% used it tactically. Additionally, the report indicates that more institutions are moving from pilot projects to broader execution strategies. This includes the implementation of agentic AI to improve operational efficiency and customer experience.
Furthermore, banking convergence continues to be a key factor in financial performance, the report adds. The restructuring of business models and processes will be crucial in distinguishing the most competitive banks from the rest.
In this context, 60% of surveyed CEOs believe that accepting a certain level of risk is necessary to leverage the benefits of automation and strengthen their market position.
Another key aspect highlighted in the report is the evolution of customer behavior. More than 16% of consumers globally are already comfortable with fully digital banks that have no physical branches. However, competition is shifting toward higher-value services, such as embedded finance and advisory services for high-net-worth clients and small and medium-sized enterprises (SMEs).
The report also includes an analysis of industry leaders’ sentiment, customer behavior, and economic data from eight key markets: the United States, Canada, the European Union, the United Kingdom, Japan, China, and India. The findings will help financial institutions and their ecosystem partners anticipate the trends shaping the future of the sector.
For more information and access to the full report, please visit the following link.
