By Catherine Knowles
Publication Date: 2025-11-17 18:00:00
Financial services institutions are using artificial intelligence extensively, but placing a high value on accountability and governance, according to new industry research.
Banks and credit unions are focusing on customer retention and employee development rather than downsizing as AI and no-code platforms become a central part of business strategy.
Trends in AI adoption
New findings show that four in five financial services professionals say artificial intelligence is now directly linked to short-term business priorities. Many institutions are actively engaging senior management, with AI discussions increasingly taking place at board level. Despite this dynamic, the rate of expected workforce reductions remains below global figures. Only 7% of financial services executives expect a decline in headcount due to AI, in contrast to higher expectations in other sectors.
Customer focus
Integrating AI into customer-facing operations is a growing topic. Almost 60% of banks…
