ZEB-Perspective

AI is fundamentally changing the rules of the game in retail banking. Customers expect personalised, digital financial services that are available at all times, whilst new competitors are consistently scaling their business models using AI. At the same time, intelligent assistants, automation and data-driven decision-making are opening up new opportunities for regional banks to achieve greater efficiency, growth and customer engagement.

Our study shows how AI is fundamentally transforming the banking journey, the role of advisers and the value creation of banks. In doing so, it answers four key questions:

• Why should regional banks accelerate their AI transformation now?
• How is AI changing the banking journey and the role of banks in their customers’ everyday lives?
• In which areas of need does AI create the greatest added value for regional banks?
• What will the regional bank of the future look like, and what courses of action does this imply?

The study categorises the most important developments, identifies opportunities and challenges, and derives concrete recommendations for action. This provides decision-makers with practical guidance to actively and successfully shape the future of their bank.