2025: The Year Generative AI Transforms Banking Customer Engagement: By

Generative AI is set to reshape how banks engage with customers by 2025. With investments in generative AI expected to hit
$1.68 billion globally, banks must adapt to remain competitive.

Hyper-Personalization Potential
Generative AI enables hyper-personalized services, offering financial advice and product recommendations tailored to individual preferences. McKinsey estimates this could add $340 billion annually to the banking sector, driving customer loyalty.

Open Banking and Fintech Collaborations  
Open banking is growing, with 86% of banks implementing or preparing generative AI solutions. Collaborations with fintechs allow banks to offer innovative, simplified financial management options, boosting
customer satisfaction.

Neobank Expansion
Neobanks, entirely digital institutions, are transforming the industry. By 2025, global transaction value through neobanks is projected to reach $6.37 trillion, attracting over a billion clients. Traditional banks must enhance their
digital offerings to stay competitive.

Tech-Driven Resilience and Cybersecurity
Amid economic uncertainty, banks need resilient tech. Generative AI enhances risk assessment and fraud detection, and with data breach costs averaging $4.88 million, robust AI-driven cybersecurity is critical. 60% of finance professionals plan to adopt
AI for fraud prevention within 18 months.

A Collaborative Future
Banking’s future lies in partnerships between traditional banks and fintechs. With 70% of banking leaders seeing growth potential in these alliances, collaboration will foster innovation and improved
customer service.

Charting the Future: Balancing Innovation and Customer Ease

The road to 2025 offers opportunities and challenges as banks balance technology and customer convenience. Focusing on personalization, open banking, resilience, cybersecurity, and collaboration can help banks retain customers and build trust through
innovation.