Banks and AI: Realizing business benefits
AI is shifting from experimentation to delivering real value, especially in banking. While measuring that value can be challenging, banks are already seeing benefits—more efficient processes, smarter decisions, and time savings. There's also an expectation of workforce changes and cost cuts, though banks highlight re-skilling and more engaging roles. So, why is proving value still so hard?
In partnership with
Avanade
Leading provider of digital, cloud and advisory services, industry solutions and design-led experiences via Microsoft.
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.
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