The AI imperative: Navigating data and AI to enhance the customer experience

Last year, AWS and Qorus spotlighted the transformative role of AI/ML and generative AI in banking through their co-authored report, the AI imperative: The future of frictionless banking. That research revealed a turning point for financial institutions, as they shift from early experimentation to enterprise-wide adoption—using AI not just to enhance operations, but to fundamentally reimagine how banking is delivered and experienced.

Building on that foundation, the AI imperative: Navigating data and AI to enhance the customer experience explores how banks are using AI to reshape customer interactions, improve service efficiency, and deliver hyper-personalized experiences. The report features direct insights from global banking leaders on how they are applying AI-powered tools to streamline onboarding, support agents with generative AI copilots, automate processes, and personalize services at scale.

In the pages ahead, you’ll find practical examples, proven use cases and strategic guidance on overcoming implementation barriers—such as talent shortages, data fragmentation, and organizational change. With AWS’s secure, scalable AI/ML platforms—including Amazon Bedrock and SageMaker—banks are accelerating time to value, transforming the customer experience and building the foundations for more responsive, data-driven service models.