Fromprocessautomationtoindustryreimagination

Unlocklarge-scalegrowthwithcloud-poweredAIagents

WoΓldRepoΓtSeΓies2026

RESEARCHINSTITUTE

CloudinFinancialSeΓvices

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WorldCloudReport–FinancialServices2026

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4

0

6

0

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Executivesummary

ExecutiveSteering

Committee

Foreword

Tableof

contents

18

26

08

Orchestrateapathtoward

cloud-native,AI-centric

AdapttoAIevolutionand

thechangingroleofcloud

39

Forgebusinessvaluethrough

cloud-poweredAIagents

?nancialseΓvices

41

40

Conclusion

Methodology

PartnerwithCapgemini

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

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WorldCloudReport–FinancialServices2026

Lookingahead,AIandcloudtechnologiesaretakingcenterstageinfinancialservices.Institutionsthataligntheirstrategy,governance,andculturewiththesecapabilitieswon’tjustkeepup–theywilllead.

Theopportunityisclear:leveragecloud-poweredAIagentsascatalystsforsustainablegrowth,tobuildcustomertrustandfosterlasting

innovationinanevolvingdigitaleconomy.

Wethankeveryonewhoparticipatedinthereport–includingour

ExecutiveSteeringCommittee,clients,partners,andcolleagues–forsharingtheirexperiencesandopinionstohelproundoutourwork.

Thefuturebelongstothosewhocanharnessthepowerofintelligent

cloudtodrivetransformation.IinviteyoutoexploretheinsightsinthereportandconsiderhowyourorganizationcanleadinthisneweraofAI.

Howmanytimeshaveyouheard,“Theconvergenceofcloud

computingandartificialintelligencearerealgamechangers”?

Becausethetruthis,theyare.Cloudplatformsnolongerjustprovidesupportinfrastructure:theydelivertangiblebusinessvalueand

orchestrateinnovation.PairedwithAIagents–autonomoussystemsthatcanreason,learn,andact–theseadvancementsarehelping

FoΓewoΓd

organizationsrethinkhowtheyoperate,innovate,andengagewithcustomers.

AIisadvancingbeyondautomationandgenerativemodelsintotheeraofagenticAI,whereintelligentagentsindependentlyhandle

underwriting,frauddetection,claims,andcustomerservice.At

thesametime,hybridandmulti-cloudstrategiesaredeliveringthescale,resilience,andcomplianceneededintoday’shighlyregulatedenvironment.Together,cloudandAIformastrongfoundation

forfasterspeedtomarket,personalizedexperiences,andtrustedclientrelationships.

ThecasestudiesinourWorldCloudReport–FinancialServices2026showcasethistransformationinactionandhowwe’remakingitrealforfinancialservicesclients.Leadinginsurers,banks,andmarket

operatorsarealreadyusingAIagentstomodernizecoresystems,

KaΓtikRamakΓishnan

CEOofCapgemini’sFinancialServicesStrategicBusinessUnitMemberoftheGroupExecutiveBoard

unifyenterpriseknowledge,andelevateclientinteractionswith

impressiveefficiency.Theseexampleshighlightthepotentialfor

broaderindustryadoptionandemphasizehowcloudenablessecure,explainable,andcollaborativeAIecosystems.Atthesametime,

challengeslikeskillsshortages,culturalinertia,regulatoryscrutiny,andcostpressurescallforadisciplined,transparentapproach

toadoption.

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

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WorldCloudReportFinancialServices2026

ExecutiveSteering

Committee

Banking,capitalmarkets,andpayments

TopexecutivesfΓomthefinancialseΓvices(FS)industΓymadeuptheExecutiveSteeΓingCommitteefoΓtheWoΓldCloudRepoΓt-FinancialServices2026.Weregratefulfortheirtime,experience,andvisioninhelpingtosteerthereportcontent.

VidyaVidyasagar

GlobalHead,CloudandProductionEngineering

StandardCharteredBank

ThomasNidelet

DeputyHeadofCloudServicesPlatform

SocieteGenerale

WilliamC.Tong

SeniorVicePresident,BusinessTechnologyPaymentsService

CapitalOne

LudovicMathe

MD-GlobalHeadofCapitalMaΓketlT(CMl)

CréditAgricoleCorporate&InvestmentBank(CACIB),IT&OperationsServices(IOS)–

GlobalIT(GIT)

J?rgenOlofsson

ChieflnfoΓmationOfficeΓ

EuroclearSweden

RomeoAlvarez

SVP,CloudPlatformTechnology

Synchrony

5

ExecutiveSteering

Committee

Insurance

WorldCloudReport–FinancialServices2026

EmmanuelNéré

ChiefInnovationOfficer,StrategicTransformation

GeneraliFrance

LloydScholz

ChiefTechnologyOfficer

Markel

JesseAntosiewicz

VPandSeniorDirectorofTechnology

LibertyMutualInsurance

MuradLodhi

ChiefInformationOfficer

IFG

ShreejitNair

SVPandCIO

Ameritas

MadhuRNandagiri

SVP,ChiefTechnologyOfficer

AAATheAutoClubGroup

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

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WorldCloudReport–FinancialServices2026

Cloudandartificialintelligence(AI)technologiesarereshapingthe

FSlandscape,enablingbanksandinsurerstoincreaseefficiency,

unlockinnovation,anddeliverpersonalizedcustomerexperience(CX).ThisreportexploreshowtheconvergenceofcloudandAIagents

istransformingoperations,acceleratinggrowth,andredefiningbusinessmodels.

AdapttoAIevolutionandthechangingroleofcloud

AIadoptioninFSisaccelerating,withfirmsdeployinggenerativeAI(GenAI)andautonomousagentsacrossvariousfunctions,includingunderwriting,customerservice,claims,frauddetection,andrisk

management.AsfirmsmoveawayfromtraditionaltoolslikeRoboticProcessAutomation(RPA)andembraceGenAI,AIagentsare

emergingasthenextfrontier,capableofexecutingcomplextasks

autonomously.WhiletheuseofagenticAIisrisingrapidly,researchconductedforthisreportrevealsthatonly10%ofsurveyedfinancialinstitutionsareusingAIagentsatscale,presentingaconsiderable

opportunityacrosstheindustry.

Cloudplatformshaveevolvedfrominfrastructureproviders

intoorchestratorsofAItransformation.Hybridandmulti-cloud

environmentsnowserveasfoundationalplatformsforAIinnovation,offeringscalablecompute,largelanguagemodels(LLM),machine

learningoperationspipelines,andindustry-specificservices.

Theseplatformsenablemulti-agentcollaboration,supportoutcome-basedservicemodels,andenhancegovernancethroughnative

capabilitieslikeretrieval-augmentedgeneration,audittrails,and

Executive

summary

explainability.Theriseofprivateandhybridcomputeenvironmentsreflectsgrowingconcernsaroundtrust,compliance,andcross-borderdataregulations.

Forgebusinessvaluethroughcloud-poweredAIagents

AIagentshostedoncloudplatformsareunlockingsignificantbusinessvalueforbanksandinsurers.Elasticcomputeandscalableinfrastructureallowagentstoadjustdynamicallytoworkloaddemandsanddrive

operationalefficiency.Assistiveandautonomousagentsautomatemanualtasksinunderwriting,creditscoring,andcustomerservice,freeinguphumancapacityformorestrategicwork.

Next-generationoperatingmodelsareemerging,withfullyautonomousfunctionssuchasAI-basedunderwritingandcontactcenters.Theshiftfromlarge,general-purposelanguagemodelstosmaller,task-specific

agentsenablesgreaterprecisionandagility.Managedorchestrationservicesonthecloudfacilitateinter-agentcommunicationandtask

sequencing,whileindustryframeworkssupportseamlessintegration.

CXisbeingtransformedthroughreal-time,contextualdecision-makingandhyper-personalizedservices,andthesecapabilitiesarenolonger

optional:88%ofthefinancialservicesexecutivespolledforthisreportsaidcustomersnowexpectanddemandpersonalizationandrelevance.Cloud-enabledagentsdeliverconsistent,omnichannelexperiences

acrossgeographiesandplatforms,reducingwaittimesandimproving

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

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WorldCloudReportFinancialServices2026

Executive

customersatisfaction.Theseagentsalsoaccelerateinnovationandtoplinegrowthbystreamliningproductdevelopment,expandingmarketreach,andenablingaccesstounderservedsegments.

summary

Orchestrateapathtowardscloud-native,AI-centricfinancialservices

TofullycapitalizeonAIagents,financialinstitutionsmustredefinebusinessprocessesandaddresskeychallenges.Inbankingand

insurance,front-officefunctionssuchassales,onboarding,and

contactcenterscanbeenhancedthroughautomation,whilemiddleandback-officeoperations,includingrisk,compliance,audit,and

engineering,benefitfromintelligentagentsthatreduceerrorsandimproveefficiency.

Continuingtonavigateregulatorycomplexityisalsocriticalto

success:96%ofthosesurveyedidentifiedregulatoryandcompliancechallengesasakeyroadblocktoGenAIandagenticAIadoptionin

theiroperations.Firmsmustensureexplainability,fairness,and

ethicalAIdeploymentwhilecomplyingwithglobaldataprivacy

laws,includingtheEuropeanUnionsGeneralDataProtection

Regulation(GDPR),theSwissFinancialMarketSupervisoryAuthority(FINMA),andSingapore’sPersonalDataProtectionAct(PDPA).

Technical,operational,andbehavioralchallengesmustbeaddressedthroughcapabilityassessments,pilotprograms,upskilling,and

processredesign.

Lookingahead,location-agnosticoperationsandhuman-agent

collaborationwillredefineservicedeliverywhileadvancingsustainabilitygoalsthroughenergy-efficientinfrastructure,inclusiveworkmodels,

andgreenercloudstrategies.Multi-agentecosystemsanddigital

assemblylineswillreplacetraditionaloffshorecentersandenablefaster,multilingual,andmorepersonalizedservices.Newbusinessmodels

suchasproductizedagentsforfraud,onboarding,andclaimswilldrivemonetizationofinternalAIcapabilitiesandreshapetheFSvaluechain.

Tosucceed,FSfirmsmustbuildastrategicroadmapthatintegratescloudandAIcapabilities,fostersinnovation,andensurescompliance.Firms

thatembracethistransformationwillbewell-positionedtoleadinarapidlyevolvingdigitaleconomy.

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WorldCloudReport–FinancialServices2026

1

AdapttoAIevolutionandthechangingroleofcloud

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9

WorldCloudReport–FinancialServices2026

Figure1.

AgentsarethelatestdevelopmentinAIcapabilities,providingautonomyandhuman-likereasoning

%ofAIadoptionbyFS?Γms

AIisamongthefastest-growingtechnologiesandcontinuestodevelopquickly.AIbeganasatechnologythatmimickedhumanintelligence–learningfromdata,automating

processes,andengagingwithhumansthroughnatural

languageprocessing–andhassincedevelopedintoGenAI,whichcreatescontentfromprompts,deliversfaster

responses,andenhancesuserinteractions.MichaelPCarr,ChiefTechnologyOfficeratVanguardsaid,“Thelaunch

ofChatGPTmarkedaseismicshift.Financialinstitutions

10%

AIagents

spentmuchof2023decipheringitspotential,layingthegroundworkforscaleddeploymentforinternalusecases,andexploringhowtodeploycustomer-facingapplicationsinthefuture.”

Goal-orientedbehavior

Human-likereasoning

Advancedautonomy

Decision-makingcapability

ThelatestphaseinthisevolutionistheriseofAIagents

–non-deterministicsystemsthatuseLLMstothinkand

32%

GenAI

Modeltraining

Enhanceduserinteractions

Contentgeneration

Faster

response

actindependentlybasedoncontext.AgenticAIsolutionsdesign,execute,andoptimizeworkflowsaimedatmakingdecisionstoachievepredefinedgoalswithminimal

humaninput.

87%

AI

Learningfromdata

NLP-enableduserinteractions

AccordingtoourWorldCloudReport–FinancialServices2026ExecutiveSurveywhichinformsmanyofthefindingsinthisreport,mostfirmshaveadoptedaversionofAIatscale.Yet,asfigure1shows,only10%oforganizations

Source:CapgeminiResearchInstituteforFinancialServicesanalysis,2025;CapgeminiWorldCloudReport–FinancialServices2026ExecutiveSurvey(N=1,100)

havestartedimplementingAIagentsatscale.Continuingadoptioniscrucialtofuturesuccess:agentsrepresentthenextfrontier,capableofreasoning,adapting,andactingindependentlywithincomplexenvironments.

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

10

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

WorldCloudReport–FinancialServices2026

AlthoughadoptionofAIagentsatanenterpriselevel

remainslow,somesegmentsacrosstheFSindustryhavebecomeearlyadopters.

Takealookatfigure2:oursurveyresultsrevealthat

organizationswithinthecapitalmarkets,P&Cinsurance,

andretailbankingsegmentsareoutinfrontofother

industryplayersintermsofcombinedenterprise-wideandbusinessleveluseofagenticAItoday.

Withincreasedadoption,AIagentscantransformFS

operations–enablingintelligentautomation,proactiveservicedelivery,andadaptivedecision-makingacrossbusinessfunctions.

10%

offinancialservicesorganizationshaveadoptedAIagentsatscale

Figure2.

AI-agentadoptionvariesacross?nancialservicessegments

%ofAIagentadoptionbyFS?Γms

58%

12%1%

9%1%

9%1%

8%1%

0%

0%

1%

20%

10%

Capitalmarkets

11%57%22%

P&Cinsurance

20%

63%

7%

Retailbanking

17%55%19%

Wealthmanagement

4%62%25%9%

Payments

10%66%17%8%

Healthinsurance

7%

25%

55%

13%

Lifeinsurance

NoadoptionInideation

Piloting/proofofconceptAdoptedforafewbusinesslines

Adoptedatanenterpriselevel

Source:CapgeminiResearchInstituteforFinancialServicesanalysis,2025;CapgeminiWorldCloudReport–FinancialServices2026ExecutiveSurvey(N=1,100)

GenAIandagenticAIarenotjustanotherwaveoftechnologyitsafoundationalshift,comparable

totheriseoftheinternet.Its

abilitytosupportexpertsand

automateinteractionsisredefininghowenterprisesthinkabout

productivityandscale.

EmmanuelNéré

ChiefInnovationOfficer,StrategicTransformation,GeneraliFrance

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

AIagentshelpfinancial

institutionsredefine

keyprocesses

FSfirmsaregraduallyadoptingAIagentsacrossvarious

businessprocesses.AccordingtoourWorldCloudReport–FinancialServices2026ExecutiveSurvey:

?Forbanks,thetopprocessesforAIagentadoptionatscaleincludecustomerservice(75%),cardsandpayments(64%),frauddetection(64%),loanprocessing(61%),andcustomeronboarding(59%).

?Forinsurers,customerservicealsocameinasthetopusecaseat70%,followedbyunderwriting(68%),claimsprocessing(65%),back-officeoperations(58%),andcustomeronboarding(58%).

Theseusecasesdemonstratehowfirmsareshiftingtowardintelligentautomation,withagentsaugmentinghuman

capabilitiesanddeliveringmeasurableoutcomes.

WhensourcingAIagentcapabilities,theFSorganizationswesurveyedshowedaclearpreferenceforcollaborativemodels:

?67%partnerwithsolutionprovidersandsystem

integratorstoleverageexternalexpertiseandplatforms.

?49%combinein-housedevelopmentwiththird-partysolutionsforahybridapproach.

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WorldCloudReport–FinancialServices2026

?Only33%developproprietaryAIagentsentirelyin-house,whilejust16%buyoff-the-shelfagents.

Thistrendhighlightsthecomplexityofbuilding

scalable,secure,andcompliantAIagents–and

underscoresthestrategicroleofservicepartnersinacceleratingdeployment.

67%

Partnerwithsolutionproviders

andsystemintegratorstoleverageexternalexpertiseandplatforms

12

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

WorldCloudReport–FinancialServices2026

AIagentscanhelpFSfirms

uncovernewopportunities

Astepupfromchatbots,AIagentsareemergingasa

transformativeforceinFS,offeringcapabilitiesthat

gobeyondthelimitationsoftraditionalandGenAI.By

autonomouslymanagingworkflows,makingdecisions,andcontinuouslylearningfrominteractions,AIagentsunlocknewlevelsofproductivity,customerengagement,and

operationalefficiency.

Inoursurvey,FSleadersacrossbankingandinsurancealsoidentifiedfivekeyareaswhereAIagentsdeliversuperioroutcomes:

?Improvedproductivity

?Enhancedcustomerexperience

?Betterdecision-making

?Reducedcosts

?Operationalscalability

Figure3explorestheopportunitiesandactionsacross

theseoutcomes,andhowAIagentscandelivermorethantraditionalAI,automationorGenAI.

Figure3.

AIagents

?Intelligentworkflowmanagement

?Cross-functionaloptimization

?Hyper-personalizedsupport

?Continuouslearningfrominteractions

?Autonomous,goal-orienteddecisionmaking

?Minimalhumansupervision

?Intelligentcostoptimization

?Scalableefficiencygains

?Dynamicscalingacrossfunctions

?Self-managingsystems

AIagentsdeliversuperioroutcomesacross?veprioritydimensions

Comparativeperformance

ofAIagentsoverotherformsofAI,%

94%

Increase

productivity

Enhance

92%

customerexperience

88%

Improvedecisionmaking

75%

Reducecosts

Enhance

63%

operationalscalability

TraditionalAI/automation

?Rule-basedtaskautomation

?Limitedadaptability

?Basicchatbotswithscriptedresponses

?Basicpersonalization

?Limiteddecisionmakingcapability

?Hardcodedinstructions

?Laborcostsavingsinrepetitivetasks

?Highinfrastructureandmaintenancecosts

?Staticscalingmechanisms

?Manualcon?guration

GenAI

?Prompt-drivencontentgeneration

?Fragmentedproductivityboost

?Context-awareresponses

?Improvednaturallanguageunderstanding

?Prompt-baseddecisionmaking

?Partialhumanoversight

?Reducedcontentandsupportcosts

?Lowermarginalcostperoutput

?Scalablecontentandcommunication

?Limitedoperationalautonomy

Sources:CapgeminiResearchInstituteforFinancialServicesanalysis,2025;CapgeminiWorldCloudReport–FinancialServices2026ExecutiveSurvey(N=1,100).

13

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

WorldCloudReport–FinancialServices2026

WithrapidAItechnology

development,cloudisbecominganinnovationenabler

AsAIcontinuouslyevolves,theroleofcloudisshiftingfromaninfrastructureandstorageprovider(platform-as-a-service,hybridcloudsolutions)toanenablerof

AIinnovation–offeringcapabilitieslikeService-as-a-

Software,privateandhybridcomputeenvironments,

andorchestrationformulti-agentsystems.Theinvertedpyramidgraphicinfigure4illustrateshowtheadditionofadvancingAIcapabilitiesisincreasingcloudpotentialandgrowingpossibleoutcomesandvalue.

ChristinaLucas,GlobalDirectorandMarketLeader,

InsuranceatGoogleCloud,said,“Cloudprovidershave

transitionedfrombeinginfrastructureenablerstostrategicpartnersinAI-ledtransformation.Today,theirvaluelies

indrivingrevenue-generatingoutcomes–particularlyinincreasingunderwritingeffectivenessandreducingclaimsleakage–bydeliveringcutting-edgetechnologiesand

industry-specificbestpractices.InsurancecompaniesnowviewAIasacompetitivedifferentiatorandexpectcloudpartnerstoco-owntheinnovationjourney.”

Figure4.

AIinnovationenabler

Governanceand

compliance

Service-as-a-

Software

Theroleofcloudischangingfromplatformprovidertoinnovationenabler

Machinelearning

Multi-agent

Private,hybrid

platformsoncloud

collaborations

computeenvironment

EvolutionofcloudfΓom

platfoΓmpΓovideΓto

AIinnovationenableΓ

DataandAIorchestrator

Cloud-based

predictive

analytics

AIandML integrationthroughAPIs

Industry-

speci?ccloud

platforms

Multi-cloudecosystems

Hybrid-cloudsolutions

Platform-as-a-service

E代cie∩t,

Platformprovider

Hexiblestorage

Source:CapgeminiResearchInstituteforFinancialServicesanalysis,2025.

“CloudandAIarenolonger

separatestrategies–theyare

symbiotic.Cloudprovidesthescale,observability,andresilience,whileAIbringsintelligence,automation,andacceleration.Together,theyform

thefoundationfornext-generationenterprisetransformation.”

ShreejitNair

SVPandChiefInformationOfficer,Ameritas

Copyright?2025Capgemini.AllrightsreservedCapgeminiResearchInstitute2025

CloudhelpsFSfirms

scaleandinnovate

Ascompaniesnavigateincreasinglydigitaland

competitiveenvironments,cloudservicemodels

likeInfrastructure-as-a-Service(IaaS),Platform-as-a-Service(PaaS),andSoftware-as-a-Service(SaaS)havebecomeessentialforenablingscalable,flexible,andinnovation-focusedoperations.

Platform-basedmodels:Acceleratingagilityandinnovation

ModernFSfirmsareleveragingcloudplatformstoreimaginehowtheybuild,deploy,andscaleservices:

?IaaSprovidesthefoundationalcomputeandstoragecapabilities,enablingfirmstoscaleinfrastructureondemandwhilecontrollingcosts.With84%ofFSfirmsreportinghighusageofIaaS,themodelhasbecomeacornerstoneforachievingrapidscalabilityand

operationalflexibility.

?PaaS,adoptedby53%offirms,enablesfasterapplicationdevelopmentthroughmicroservicesandAPI-driven

architectures.Thismodelsupportsfastertime-to-marketandfostersacultureofcontinuousinnovation.

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WorldCloudReport–FinancialServices2026

?SaaS,althoughcurrentlyadoptedatalowerrateof

28%,playsacriticalroleinoffloadingnon-corefunctions–suchascustomerrelationshipmanagementand

compliance–viapre-builtapplications.ThisallowsFSfirmstoredirectfocusandresourcestowardstrategicinitiativesandcorebusinessgrowth.

Hybridstrategies:Balancinginnovationwithcomplianceandcontrol

Financialinstitutionsareincreasinglyadoptinghybrid

cloudtoscaleoperations,modernizelegacyinfrastructure,andmeetregulatoryrequirements.Itsinherentflexibilityenablesfirmstoallocateworkloadsacrossenvironments,optimizingperformanceandcostdynamically.AccordingtoourWorldCloudReport–FinancialServices2026ExecutiveSurvey:

?26%ofFSfirmshavealreadymigratedmorethan

halfoftheirworkloadstohybridcloudenvironments,highlightingthegrowingstrategicimportanceof

hybridmodels.

?Executivessurveyedidentifiedthetopdriversofthisshiftasscalabilityandflexibility(87%),modernizationoflegacyinfrastructure(86%),andregulatoryordatacompliance(32%).

Hybridstrategiesletfirmsinnovateatscalewhileretainingcontroloversensitiveworkloadsanddata.

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WorldCloudReport–FinancialServices2026

CloudsupportsdataandAIorchestrationwiththehelpofinnovativeplatforms

AsFSfirmssc