Jim Marous

Consumers remain unimpressed with the personalization offered by banks, despite years of investment. AI agents may finally change all that.

While digital transformation tops priorities, 35% of banks also plan branch expansion. How leaders are navigating this strategic tension.

For more than a decade, the industry has predicted the death of the bank branch. It never happened. What is happening now is far more important. The branch is not disappearing. It is being rewritten, and the institutions that understand this shift are already positioning themselves differently from those still operating under legacy assumptions.

Agentic AI is quickly becoming the most consequential shift in banking since the move to digital channels, yet most institutions are still approaching it like every transformation that came before, with enthusiasm at the surface and hesitation beneath it. The result is a growing divide between organizations that are experimenting and those that are actually changing how work gets done.

Recent payments innovation focused almost entirely on consumers. Business payments did not receive the same attention.

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Credit One Bank reports that banks are pulling back from lending to lower-credit borrowers, mainly due to perceived credit risks and costs, not regulation.

Agentic AI will be the future of personalization and automation in banking. Banks must embrace this technology or risk being left behind.

Consumers want their financial institution to provide contextual recommendations to improve their financial wellness.

Upcoming generations of banking customers demand personalized guidance that anticipates their next need, not just their current circumstances.