Financial institutions adopt AI with focus on trust & staff

Financial services institutions are adopting artificial intelligence at scale but are doing so with a strong emphasis on responsibility and governance, according to new sector research.

Banks and credit unions are focusing on customer engagement and employee augmentation rather than workforce reduction as AI and no-code platforms become central to business strategy.

AI adoption trends

New findings show that four out of five financial services leaders say artificial intelligence is now directly linked to near-term business priorities. Many institutions are actively involving senior leadership, with AI discussions increasingly present at the board level. Despite this momentum, the rate of expected workforce reduction lags global figures. Only 7% of financial services leaders anticipate a decrease in headcount due to AI, contrasting with higher expectations across other sectors.

Customer focus

Adding AI to customer-facing operations is a growing theme. Nearly 60% of banks report deploying or exploring AI agents to enhance how they engage with clients. The sector is using these technologies to strengthen personalisation and support frontline staff, rather than replacing existing roles. The survey found emphasis on empowering staff to leverage AI as a tool for better service and new career development opportunities.

No-code adoption

No-code platforms, which allow users to build applications without traditional programming skills, are increasingly mainstream amongst financial services organisations. Sixty percent have already put such platforms to use. Confidence in no-code is rising, with 87% of surveyed leaders expecting to build AI-enabled solutions using these technologies within the next twelve to eighteen months. Institutions view these systems as a way to move faster while maintaining strict standards for control and compliance.

Compliance measures

Despite significant progress, regulatory requirements and governance remain central to AI deployments. Data protection, regulatory adherence and robust system integration continue to shape how institutions adopt both AI and no-code technologies. Leaders are setting operating guardrails before scaling new processes, reflecting a sector-wide insistence that trust and control are non-negotiable.

"AI is fundamentally reshaping financial services-not as a distant vision, but as a force that's redefining how we serve clients, manage risk, and drive growth," said Anna Kooi, Partner and Financial Services Leader, Wipfli.

"Financial institutions are showing that innovation and trust can go hand in hand. AI in this sector is not about speed for the sake of speed. It is about scaling intelligence responsibly, maintaining control, and strengthening the customer relationship. We are seeing a new phase emerge, where AI agents and no-code platforms empower teams, elevate service experiences, and help banks and credit unions lead with confidence," said Chris Jackson, Industry Marketing and Strategy Lead, FinServ at Creatio.