The AI-powered bank: Rewiring for excellence in customer care

2026

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AI-generated summary

This report details how banks can achieve sustainable structural change and unlock AI value by integrating technology into redesigned processes, unified data, and cross-functional operating models.

* Identifies three key gaps hindering AI value realization: process, operating model, and governance.
* Outlines five strategies for banks to unlock full AI value, focusing on demand intelligence and workflow redesign.
* Illustrates the transformation from fragmented "layered" AI to an orchestrated "integrated" model for enhanced customer care.

Tags: AI, banking, customer care, operating model, transformation

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