In today’s financial services landscape, customer experience is the new competitive frontier. Banks, insurers, and wealth managers are under mounting pressure to deliver seamless, hyper-personalized journeys while navigating a complex web of regulatory requirements and operational challenges. Artificial intelligence (AI) is the catalyst making this transformation possible—moving beyond hype to deliver measurable business outcomes at scale. At Publicis Sapient, we help financial institutions harness AI to unlock new value, drive operational efficiency, and create experiences that customers can’t live without.
Customer expectations are rising rapidly. Digital-native consumers demand instant, personalized service across every channel, while fintech disruptors and big tech are raising the bar for innovation. Yet, many established banks and insurers are held back by legacy systems, siloed data, and traditional processes. The result? A widening gap between what customers expect and what many institutions can deliver.
AI is the catalyst that enables financial services organizations to bridge this gap—transforming everything from onboarding and fraud prevention to product personalization and operational efficiency. But success requires more than technology; it demands a holistic, customer-centric approach and the ability to scale AI across the enterprise.
AI-powered personalization is redefining how banks and insurers engage with customers. By unifying data across channels and leveraging advanced analytics, institutions can anticipate needs, recommend relevant products, and deliver proactive support. For example, Publicis Sapient partnered with a leading bank to create a real-time “Transactions System of Engagement,” bringing actionable insights directly to customers and colleagues. This enabled enriched, personalized experiences, faster product releases, and improved customer satisfaction.
Traditional onboarding processes are often slow, manual, and prone to errors—leading to customer frustration and lost revenue. By automating identity verification, document processing, and risk assessment with AI, banks can reduce onboarding times from weeks to hours. One client, a digital-native bank, achieved 90% straight-through onboarding and real-time customer insights, laying a scalable foundation for future growth.
Wealth managers and advisors often grapple with fragmented data and information overload. Publicis Sapient helped a leading wealth management firm build a contextual search experience within its advisor platform. By ingesting real-time financial data and applying AI-driven search and recommendation algorithms, advisors can now provide more accurate, personalized guidance. The result: an 80% reduction in search response time and a favorite feature for over 90% of users—enabling faster, more relevant advice and increased advisor satisfaction.
Regulatory compliance is a critical, resource-intensive function in financial services. AI-powered frameworks automate compliance monitoring, risk detection, and reporting, reducing manual workloads and minimizing the risk of human error. For example, Publicis Sapient’s solutions have enabled financial institutions to automate regulatory checks, adapt to evolving requirements, and reallocate resources to strategic initiatives—all while improving accuracy and reducing operational risk.
Legacy technology is a major barrier to innovation. Publicis Sapient specializes in untangling complex systems and migrating institutions to modern, cloud-native platforms. This not only reduces infrastructure costs and increases agility but also lays the foundation for enterprise-wide AI adoption. Our proprietary platforms, such as Sapient Slingshot and Bodhi, accelerate the software development lifecycle, automate compliance documentation, and enable rapid deployment of AI-powered solutions.
AI-driven transformation is not just about technology—it’s about delivering tangible results. Our clients have achieved:
AI in financial services must be deployed with a rigorous focus on ethics, governance, and compliance. Publicis Sapient helps clients establish robust governance frameworks, address bias and privacy concerns, and design safeguards to manage risk. Our solutions are built to be transparent, fair, and aligned with both regulatory requirements and organizational values, ensuring that technology enhances—not diminishes—trust and human outcomes.
Our SPEED model—Strategy, Product, Experience, Engineering, and Data & AI—ensures that transformation is holistic, actionable, and sustainable. We combine deep industry expertise with proprietary platforms like Sapient Slingshot and Bodhi, and strategic partnerships with AWS, Google Cloud, and Microsoft, to deliver future-ready, scalable solutions tailored to the unique needs of financial services organizations.
The future belongs to financial institutions that can break free from tech debt and harness AI as a driver of innovation, efficiency, and customer value. By addressing technology, data, process, skills, and cultural debts in tandem, banks, insurers, and asset managers can move from incremental change to enterprise-scale transformation.
Ready to redefine what’s possible in financial services? Let’s start your journey to AI-powered customer experience transformation—and deliver the experiences your customers truly value.