Intelligentbanking

Ablueprintforcreatingvaluethrough

AI-driventransformation

KPMG.MaketheDifference.

KPMGInternational

/be/intelligentbanki

ng

Contents

03

Foreword

04Ataglance

05Introduction

08Researchfindings

11Buildingtheintelligentbank

Firstphase:Enable

22Secondphase:Embed

27Thirdphase:Evolve

31Keyconsiderations

36PreparingforanAIfuture

39KPMG:GuidingyourAItransformationwithexperienceandtrust

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GuidingyourAItransformation

Foreword

Buildingtheintelligentbank

Keyconsiderations

PreparingforanAIfuture

Researchfindings

Secondphase

Thirdphase

Introduction

Ataglance

Firstphase

Foreword

Thisreportistheresultofextensiveresearchintothevaluebeingcreatedbyartificialintelligence(AI)withinthebankingsector.Itisdesignedtoprovideactionableinsightsforleadersateverystageof

theirAIjourney,fromthosedeployingtheirfirstpilotstobanksseekingtoscaleenterprise-wideAIinitiatives.

Whilesomebanksarehighlyadvancedintheiruseof

AI,manyothersfacesignificantbarriersthatimpede

progress.Movingbeyondtestsandpilotsisnolongeranoption—itisanimperative.Thisreportservesasaguidetohelpbanksnavigatethiscriticaltransitionandunlock

AI’stransformativepotential.

BanksarebeginningtograpplewiththerealitythatseizingthesignificantopportunitiesAIpresentswillrequirefar

morethanjustaninvestmentintechnology.Itdemandsaholisticrethinkingofstrategy,culture,operationpracticesandanethicalframeworkfordeployment.

Yet,manyfindthemselvesstalledbyinertia.Long-termvalueisdifficulttodefine,andmanyorganizations

strugglewithsettingclearobjectives,identifyingkey

performanceindicators(KPIs),andprovingreturnon

investment(ROI).Thesechallengesarecompoundedbythecostsoftechnologyupgrades,implementationrisksandhesitationsamongseniorexecutiveswhoareeagertotransformbutcautiousaboutleadingthecharge.

Toprepareforanintelligententerprise,banksshould

embraceAIasadriverofsustainablegrowth.By

integratingAIacrossfunctions—frommarketing

andcustomerservicetofraudpreventionandrisk

management—bankscancreateinnovative,customer-centricsolutionsthatnotonlyenhanceprofitabilitybutalsodeepencustomerloyalty.Thisreportprovidesthetoolsandinsightsneededtobreakthroughbarriers,

scaleAIadoptionandpositionbankstosucceedinanincreasinglycompetitiveandintelligentfuture.

AIisnotjustatechnologyinvestmentforbanks—it’sacatalystfor

redefiningstrategy,operationsandculture.Tounlockitspotential,banksmustovercomeinertia,embrace

transformationandintegrateAIasacoreenablerofcustomer-centric,sustainablegrowth.99

FranciscoUría

GlobalHeadofBankingandCapitalMarketsKPMGInternational

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Ataglance

Introduction

Foreword

Researchfindings

Buildingtheintelligentbank

Secondphase

Thirdphase

Keyconsiderations

GuidingyourAItransformation

PreparingforanAIfuture

Firstphase

Ataglance

AIuseiswidespreadinbanking

sayAIis

fundamentallyreshaping

theirbusiness

51%

Bankingexecutiveshavehighexpectations

ButthepressureisontoproveROI

80%

believethatbanksthatembraceAIwilldevelopacompetitiveedgeoverthosewhodonot

expectamoderatetoveryhighROIfromAIinvestments

70%

facesignificant

pressurefromshareholderstoshow

immediateROIonAI

investment

62%

AIspendingwilllikelyincreasesignificantly

70%

Ofwhich

62%

sayupto20percent

38%

and

say

20percentplus

plantoincreasethepercentageofglobalbudgetspentonAI

AIgoalsareclear

68%

are

seekingtoreducecosts

42%

toenhance

thecustomerexperience

Theinitialbenefits

have

achieved

costsavings

66%

Only

26%

haveexperiencedrevenuegrowth

Andonly

13%

haveexperiencedahighrevenue

contributionfromAI

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Introduction

Researchfindings

Foreword

Buildingtheintelligentbank

Secondphase

Thirdphase

Keyconsiderations

GuidingyourAItransformation

PreparingforanAIfuture

Firstphase

Ataglance

Introduction

Banksareincreasinglyexperimentingwith

generativeAIinisolatedusecases,suchaschatbots,contentcreationandpersonalizedmarketing.

However,manyarestrugglingtoextractmeaningfulvaluefromtheseefforts.OurstudyfindsthatwhilemanyfinancialinstitutionsseeAIascriticaltotheirfuture,andbeginningtorealizeefficiencies,onlya

smallfractionreportachievingrevenuegrowthfromtheirAIinvestments.

Banksfaceuniquechallenges

Manystruggletoestablishariskenvironmentrobust

enoughtosupportbroaderAIdeployment,particularlyinhighlyregulatedareaslikecreditdecisioningorcompliancemonitoring.Concernsaboutdatagovernance,operationalintegrityandregulatoryscrutinycreatebarriersto

progress.Atthesametime,therapidpaceoftechnologicaladvancements—combinedwiththecompetitivedynamicsofproprietaryversusopen-sourceAIplatforms—adds

complexity,leavingbanksuncertainabouthowtoscaletheirefforts.

BanksembracethenewworldofAIagents

AIagentsaresettotransformbankingbyenabling

hyper-personalized,efficient,andseamlesscustomerexperienceswhiledrivingoperationalefficiency.

Theseintelligentagentscanactas24/7virtualadvisors,providingtailoredfinancialguidance,automatingroutinetransactions,andproactivelymanagingcustomer

needsbasedonreal-timedataandpredictiveinsights.

Inoperations,AIagentscanstreamlineback-office

processes,suchasfrauddetection,compliance

monitoring,andriskassessment,byanalyzingvast

amountsofdatawithunmatchedspeedandprecision.

Ablueprintforvalue

Toovercomethesechallenges,seizetheopportunityandprepareforthenextgenerationofAItechnologies,banksshouldadoptadeliberate,structuredapproachtoAI

adoption.InthisreportweintroducethethreephasesofAIvalue—aframeworkdesignedtohelpbanksprioritizeefforts,aligninvestments,andrealizethefullpotentialofAI.

85%

sayemployeeswithintheir

organizationarequicklygettingtogripswithusingtheAItools/technologythey’veinvestedin

Foreword

Buildingtheintelligentbank

Secondphase

Thirdphase

Keyconsiderations

GuidingyourAItransformation

PreparingforanAIfuture

Firstphase

Ataglance

Introduction

Researchfindings

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Figure1:Dataconcernsandlackofskillsemergeastopchallenges

PercentagewhosaytheirorganizationhasfacedthefollowingchallengeswhenintegratingAI

38%

Securityanddataprivacyconcerns

33%

30%

LackofAlskillsorexpertiseamongstworkforceDif?cultyinmeasuringreturnoninvestment(ROl)

28%

Ethicalrisks

27%

Datasilos

26%

24%

LackofcommunicationandalignmentbetweendepartmentsBudgetrestrictionsorlackofinvestment

23%

23%

LackofleadershipsupportandunderstandingEmployeeresistancetochangeandreluctancetouseAltools

23%

22%

LegalorregulatoryconstraintsPoordataquality

22%

22%

LackofleadershipcommunicationandalignmentTimeandresourceconstraints

21%

Inconsistentdataformats

WhatchallengeshasyourorganizationfacedwhenintegratingAI?(Maximum5)n=183

Source:Intelligentbanking:AblueprintforcreatingvaluethroughAI-driventransformation,KPMGInternational,2025

Foreword

Buildingtheintelligentbank

Secondphase

Thirdphase

Keyconsiderations

GuidingyourAItransformation

PreparingforanAIfuture

Firstphase

AtaglanceIntroduction

Researchfindings

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FourkeyconsiderationsthatwilllikelyaccelerateAIadoptionandthecreationoflong-termvalue:

DesignanAIstrategythatalignswithcorecompetenciesand

unlocksvalue

BanksshouldestablishaboldvisionforAIthatalignswiththeircorestrengths.

ThisvisionshouldguideatransformationroadmapthatredefineshowAIdrives

growthandinnovationwhileholding

teamsaccountableforresults.AligningAIdeploymentswithstrategicgoals—suchasimprovingfrauddetection,streamliningunderwritingandenhancingcustomer

personalization—canhelpmaximizeROI.

Buildtrustintothe

transformationroadmap

AIinbankingintroducesuniquerisksthatcanunderminetrust,meaningproactiveriskmanagementcriticalfromtheoutset.Banksshouldaddressdataprivacyandsecuritychallenges,helpingensure

compliancewithfinancialregulations

whileprotectingsensitivecustomer

information.CombatingalgorithmicbiasandadoptingexplainableAIsystems

thatregulators,customers,andinternalstakeholderscantrustiscritical.

CreatesustainabletechnologyanddatainfrastructureforAIadoption

DataisacriticalstrategicassetandthefoundationforallAIinitiatives.

Banksshouldbuildarobustdata

governanceframework,focusingon

quality,integrationandsecurity,while

alsocreatingafoundationforlong-termscalability.Thisincludesinvestingin

enterprise-gradeAIinfrastructurethat

cansupporthighvolumesoftransactions,complexriskmodelsandreal-time

decision-making.

BuildaculturethatusesAItouplifthumanpotential

Amultifacetedtalentstrategythat

balancesretentionwithupskillingis

akeypriority.Academicinstitutions,

fintechstartupsandinnovationhubscaninjectfreshperspectivesandenhance

workforcecapabilities.ImmersiveAI

trainingprogramshelptodriveinnovationincustomerexperiencesandoperationalmodels,diversifyhiringpipelinesand

enabletransformativeoutcomes.

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Foreword

Ataglance

Introduction

Researchfindings

Buildingtheintelligentbank

Firstphase

Secondphase

Thirdphase

Keyconsiderations

PreparingforanAIfuture

GuidingyourAItransformation

Researchfindings

OurorganizationisstillinanexperimentalstagewithrespecttoAI.We’venotyetestablishedanyclearobjectivesorKPIsaroundhowit’sused.99

ChiefExecutiveOfficer—Japan

Currentstate

BanksareactivelyexploringandrefiningstrategiestodeployAI.Amidst

foundationalandtalentreadinesschallenges,thebankingsectoriscautiouslyyetinnovativelyadoptingAI,employingdiverseimplementationstrategiesandintegratingcomplementarytechnologiestotransformkeybusinessfunctions.

AIisnolongerjustafuturisticconceptinbanking—it’salreadydrivinginnovationin

criticalareassuchasfrauddetection,personalizationandriskmanagement.Leading

globalinstitutionsareattheforefront,usingAItotransformkeyprocessesanddeliver

enhancedcustomerexperiences.ThesebankshaveidentifiedhundredsofAIusecases,fromstreamliningoperationstoofferinghyper-personalizedproductsandservices.

However,forotherbankstheresearchhighlightsanumberofinhibitingfactors:

Thefoundationalinfrastructureisstillindevelopment

BanksfaceachallengeinbuildingthecriticalinfrastructurenecessarytosupportscalableAIsolutions:Only25percenthaveenterprise-widecloudorhybrid-cloudplatforms

strategicallysupportingdata-drivenservices,leavingmanybanksstrugglingtolaythegroundworkforeffectiveAIadoption.

LeadersandemployeesarejustcomingtogripswithAI’spotential

Sixty-onepercentofbanksprovideethicsandguardrailstrainingforAI,helping

employeesnavigatetheresponsibleapplicationofthetechnology.However,in-depthAItrainingremainslimited,withonly30percentofferingadvancedcontentthatfostersacomprehensiveunderstandingofAIcapabilities.

71%

agreeitisprudenttowaitforgreaterclarityintheevolvingAItechnologylandscapebeforecommittingto

significantinvestments.

Buildingtheintelligentbank

Researchfindings

Foreword

Introduction

Ataglance

Firstphase

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Secondphase

Thirdphase

Keyconsiderations

PreparingforanAIfuture

NodominantAIimplementationmodel

BanksareexperimentingwithamixofapproachestoAIimplementation.Sixty-sixpercentofbanksareleveragingcloud-basedAIplatforms,while

46percentuseopen-sourcetoolsand83percentrelyonon-premisessolutions.Additionally,

86percentaredevelopingcustomAIsolutions

in-house,althoughapproachestoimplementationvarydependingonthelevelofdigitalmaturity.

Leadersareconcernedaboutcontrol

ControloverAIremainsakeyconcernforbankingleaders,with58percentexpressingnervousnessabouttheinfluenceAItechnologyprovidersmayhaveontheirbusinessoperations.Furthermore,71percentagreeitisprudenttowaitforgreaterclarityintheevolvingAItechnologylandscape

beforecommittingtosignificantinvestments.

GuidingyourAItransformation

AIisbeingcoupledwithautomationtechnologies

BanksareincreasinglyintegratingAIwith

complementarytechnologiestomaximizeimpact.Forexample,82percentarepairingAIwithroboticprocessautomation(RPA)tostreamlineworkflows,while84percentareexploringautonomousagenticAIsolutions.

AIistransformingbusinessfunctionsinpockets

AIismakingitsgreatestimpactininformationtechnology(IT)andmarketingfunctions,with

61percentofbanksreportinghighortransformativeeffectsonIToperationsand55percentseeing

significantadvancementsinmarketing.

Foreword

Secondphase

Thirdphase

Keyconsiderations

GuidingyourAItransformation

PreparingforanAIfuture

Ataglance

Firstphase

IntroductionResearchfindings

Buildingtheintelligentbank

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Barrierstoprogress

Makingsubstantiveprogressiscomplicatedby:

SignificantconcernsoverAIrisksandethics

AIadoptioninbankingisaccompaniedbywidespread

concernaboutrisksandethicalimplications.Seventy-onepercentofleadersagreethatestablishingrobust

frameworksforregulatorycomplianceisessentialtoensureresponsibleAIimplementation.

BalancingAIadoptionwithsustainabilityobjectives

However,balancingsustainabilitygoalswithAIinitiativesposesachallenge,as70percentstruggletoreconcile

AI’senergyusagewiththeirenvironmentalobjectivesand66percentviewmeetingsustainabilitygoalsasahigherstrategicprioritythanimplementingAI.

Dataisasignificantbarrier

Thequalityofdataremainsamajorobstacleforbanks

seekingtoscaleAIadoption,with72percentexpressingconcernsaboutdataquality.Withoutconsistent,reliableandaccessibledata,banksfacechallengesinbuilding

accurateandeffectiveAImodels,stallingprogresstowardmeaningfulAI-driventransformation.

Bankersaretakingawait-and-seeapproach

TherapidevolutionofAItechnologiesiscreatinguncertaintyandhesitationamongbankingleaders.

Seventy-onepercentbelieveitisbesttowaitforthe

AItechlandscapetostabilizebeforemakingsignificantinvestments,while57percentfeeloverwhelmedbythesheervolumeofinformationandhypesurroundingAI.

AIexpertiseislimited

AlackofspecializedAIexpertiseisalsoholdingbanksback,withonly19percentguidedbyhighlyspecializedAIteamsdrivingstrategyacrosstheorganization.In

addition,just18percentuseAIasacoredriverfor

productandservicedevelopmentacrossmultipleareas.

Accuracy

AccuracyisasignificantinhibitortoscalingAIinbanking,asthehighlyregulatedfinancialsectordemandsstrict

compliancewithriskandregulatoryrequirements,leavinglittleroomforerror.Withoutmechanismsto

ensureAIoutputsareconsistentlyaccurate,repeatableandexplainable,banksfacethechallengeofbalancing

innovationwiththeneedforhumanoversight,whichcanslowdownadoptionandlimitscalability.

Movingforward

It’sclearthatbankersfaceacomplexwebofchallenges

astheynavigateAIadoption.Despitesignificantefforts

toimplementAI,thesefragmentedstrategiesandlimited

readinessillustratetheneedforamorestructuredapproach.

InthisreportweintroducethethreephasesofAIvaluecreation:Anorganizationalframeworkdesignedtohelpbanksprogressfromisolatedfoundationalcapabilities

toenterprise-wideinnovation.Bybuildingtrust,aligningstrategies,enablingtechnologyandempoweringtheir

workforce,bankscanunlockAI’stransformativepotentialwhilemitigatingrisks.ThisframeworknotonlyoffersanapproachforsuccessfuladoptionbutalsohelpsensurethatAIbecomesasustainable,strategicenablerfor

long-termgrowthandvalue.

ThebiggestchallengerightnowisregulatoryrequirementsandspecificregulatorsforauthoritiesfromdifferentlocationsfromSpain,Germany,UK.Theyallhavetheirdifferentrequirementsandexpectations.99

ChiefComplianceOfficer—Germany

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Foreword

Ataglance

Introduction

Researchfindings

Buildingtheintelligentbank

Firstphase

Secondphase

Thirdphase

Keyconsiderations

PreparingforanAIfuture

GuidingyourAItransformation

Buildingthe

intelligentbank

Awell-runcorporationislikeaSwisswatchwithlotsofgears.Ifyouwantedtomakeitdigital,youcannotjusttakeoutonegearandputatransistorin.Youhavetohaveaholisticplanforhowallthepiecesfittogether.99

ErikBrynjolfsson—ProfessorandSeniorFellowattheStanfordInstituteforHuman-CenteredAI(HAI),DirectoroftheStanfordDigitalEconomyLab

SuccessfullyimplementingAIinanorganizationinvolvesastrategicapproachto

buildingcapabilityacrossfoundational,functionalandenterpriselayers.EstablishingatransformationmanagementofficeisalsocrucialforaligningAIstrategy,

valueorchestrationandprojectdeliveryacrossalllayers.Thebodycoordinates

initiatives,establishesstandardsandbestpractices,andfacilitatescross-functionalcollaborationtodriveaccountabilityandenterprise-widevalue.

Enterprise

Thislayerorchestratestransformationalchangeofthewholeenterprise,startingwithhowAIcanadjuststrategy,businessmodelsandkeyobjectivesforthe

enterprise.Itdefinesenterprise-wideoperatingmodelshifts,workforceevolutionandrisksandcontrols.ThislayerprioritizesAItransformationinitiativesintoa

roadmapandrunsatransformationofficetohelpmanagefunding,trackbenefitsandadjustprioritiesdynamicallytohelpmaximizethevaluedelivered.

Functions

ThislayerdrivesAI-enabledtransformationacrossbusinessfunctions,prioritizingcustomer-facingvaluestreamsandend-to-endenablingprocessesandworkflows,whichenhancetheflowofvalue.AIapplications,agentsandroboticsare

embeddedintheworkflows.Functionaloperatingmodelchangesaredeliveredtorealizepotentialbenefits.

Foundations

ThislayerestablishestheAI-firsttechnologystack,includinginfrastructure,cloudandchoicesonchips.HighqualityenterprisedataneedstobecuratedanddiversemodelarelikelytobedeployedtohandledomainspecificAIandsupportthe

adoptionofAIagents.AnincreasedfocusoncybersecurityforAIisneededaswellasaplanforotheremergingtechnology,suchasquantum.

Foreword

Introduction

Secondphase

Thirdphase

Keyconsiderations

GuidingyourAItransformation

PreparingforanAIfuture

Ataglance

Researchfindings

Buildingtheintelligentbank

Firstphase

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Blueprintforintelligentbanking

Thisblueprintoutlinessomeofthekey,high-levelcapabilitiesforanAI-powered,customer-centricbank.Theintelligentbankleveragesadvancedtechnologies,personalized

experiences,data-driveninsightsandautomatedoperationstoenhanceefficiency,innovationandresilience.Focusedonembeddingintelligenceacrossvaluestreams,capabilitycentersandprocesses,itensuresseamlesscustomerinteractions,robustriskmanagement,intelligentproductmanufacturingandfuture-readyadaptabilitytothriveinthe

intelligenteconomy.

Enterprise

ContinuousBusiness&OperatingModelEvolution

Insight-DrivenStrategy

&ValueCreation

ValueStream&

ExperienceCentricity

ComposableEnterprise

Architecture

EnterpriseResilience,Sustainability&Trust

WorkforceShaping,Change&Learning

IntelligentProductManufacturing

SeamlessCustomerEngagement

PredictiveOperations

Functions

OperationalValueStreams

Value

EnablingCapabilities&Processes

CapabilityCenter

CapabilityCenter

Foundations

DigitalTwins&BankingEcosystemIntegration

ResponsibleAIModel

Development

Cybersecurity&Safety

ApplicationsofEmbedded

Intelligence

HybridCloudInfrastructure

IntelligentDataManagement

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Foreword

Ataglance

Introduction

ResearchfindingsBuildingtheintelligentbank

Firstphase

Secondphase

Thirdphase

Keyconsiderations

PreparingforanAIfuture

GuidingyourAItransformation

Thejourneytobecomeanintelligentbank

Value

EffectiveAIenabledtransformationgoesbeyondtechnologyimplementation.Byexaminingleadingpractice,wehaveidentifiedthatbankscanincreasecapabilityandvalueacrossthreephasesofAItransformation.

ThisprovidesastructuredyetflexibleframeworkfornavigatingthecomplexitiesofAIadoption.Itbalancestheneedforshort-termefficiencygainswiththeimperativetoprepareforfuturegrowthandinnovation.Ithelpsbanksprioritizetheirefforts,allocateresourceseffectively,buildcapabilityandaligntheirAIinitiativeswithbothshort-termgoalsandlong-termstrategicobjectives.

Evolve

Enterprise

Functions

Foundations

Embed

Enable

Maturity

Enable

TheEnablephasefocusesonenablingpeopleandbuildingAIfoundations.Organizationsappointa

responsibleexecutive,createanAIstrategy,identifyhigh-valueusecases,boostAIliteracy,alignwith

regulationsandestablishethicalguardrails.AIpilotsarelaunchedacrossfunctions,whilecloudplatformsandpre-trainedmodelsareleveragedwithminimalcustomization.

Embed

TheEmbedphaseintegratesAIintoworkflows,

products,services,valuestreams,roboticsand

wearables,deliveringgreatervalue.Aseniorleader

drivesenterprise-wideworkforceredesign,re-skillingandchange,embeddingAIintooperatingmodelswithafocusonethics,trustandsecurity.AIagentsand

diversemodelsaredeployed,supportedbycloudandlegacytechmodernization,whileenterprise-widedataenhancesoperations.

Evolve

TheEvolvephaseevolvesbusinessmodelsand

ecosystems,usingAIandfrontiertechnologieslikequantumcomputingandblockchaintosolvelarge

sector-widechallenges.