BCG – Retail Banking Report 2025

The main theme of the report is the study of the impact of artificial intelligence (AI) and AI agents on retail banking.

Key findings include: AI can significantly improve customer support, service personalization, and task automation in banks. The potential profit from AI implementation in the banking industry is estimated at more than $370 billion annually. Despite expectations, only 5% of companies achieve significant results from using AI, while 60% do not gain noticeable benefits. Major obstacles to AI implementation include outdated technology, cultural aspects, customer issues, and regulatory requirements. AI usage in retail banking is expected to grow as the benefits of AI are too significant to ignore.