(21 November 2025 – Global) How are leading banks leveraging artificial intelligence (AI) to modernise legacy systems, redefine customer experiences, and gain a competitive edge?
For the banking and financial services (BFS) industry, AI has moved rapidly from hype to reality. It is no longer a question on if they should adopt AI, but how fast and deeply they must embed upgraded capabilities across operations to meet modern customer expectations. Explore the key trends: https://www.techmahindra.com/insights/reports/bank-of-tomorrow/?utm_source=linkedin&utm_medium=%E2%80%A6#
While ambition is high, execution remains uneven. Complex legacy systems, unclear ROI frameworks, regulatory pressure, and cybersecurity risks continue to slow progress.
This white paper Building the AI-Driven Bank of Tomorrow, based on proprietary global research by East & Partners with Tech Mahindra, brings together the combined voices of 150 senior banking executives across the Asia Pacific (APAC), the Americas, Europe, and the Nordics, and unveils the vision of an AI-driven bank of tomorrow.
Leading banking CXOs share detailed insights into how AI adoption and investments, customer experience (CX), legacy modernization, and data transformation converge into a single powerful “slate for change” as key determinants of competitive differentiation.
Agentic and generative AI (GenAI) have moved beyond the experimental phase to become transformative tools reshaping CX, risk management, compliance and product innovation. The research shows over 1 in 3 financial institutions (FIs) are already investing aggressively in GenAI to capture the early-mover advantage. (37%). European banks (49%) are outpacing peers in AI investment by a considerable margin, ahead of Americas (39%), the Nordics (32%) and APAC (26%). However, 1 in 4 banks still struggle to adopt new AI solutions, risking being left behind (25%).
“After the advent of the internet and smartphones, AI is the biggest transformation we will see. The key is not to automate minor processes. Create new revenue streams or deliver significant impact because the technology is there. The question is do we have the right use case to deliver outcomes using the power of AI?” commented Voya India Senior VP & Head of Technology, Vaibhav Pandhari.
“The first-of-its-kind global study combined rich qualitative interviews with 150 CXOs, CIOs, CTOs, and CDOs from 150 banks across the world with precise quantitative insights from an 18-question direct interview, uncovering how leaders are navigating AI powered business and technology transformation in banking” stated Tech Mahindra Global Head for Digital Transformation, BFSI, Gopal Parasnis.
“Turning this comprehensive data into a research report was a deep collaborative effort with months of analysis, discussions, and refinement. Going forward, the final insights will guide our strategic thinking, client engagements, and investment priorities.”
