In today’s digital-first world, banks face a dual imperative: deliver hyper-personalized experiences that meet rising customer expectations, while simultaneously safeguarding security and building trust. Artificial intelligence (AI) is at the heart of this transformation, enabling banks to reimagine how they engage with customers, prevent fraud, and foster lasting relationships. Yet, the journey is complex—balancing innovation with ethical considerations, data privacy, and the enduring need for human connection. At Publicis Sapient, we help banks navigate this intersection, unlocking the full potential of AI to create value for both customers and the business.
Banking is no longer a one-size-fits-all experience. Customers expect their banks to understand their unique needs, anticipate their financial goals, and provide tailored solutions—whether online, in-app, or in-branch. Research shows that a significant majority of customers now demand personalized services and conversations, associating these expectations with both digital and physical channels. However, many banks still struggle to move beyond generic, linear journeys to deliver truly individualized experiences at scale.
AI is the key enabler of this shift. By harnessing vast amounts of customer data—securely and ethically—banks can:
Publicis Sapient’s approach is rooted in a deep understanding of both the business and its customers. We help banks modernize legacy systems, break down data silos, and implement AI-powered solutions that turn every customer interaction into an opportunity for deeper engagement and loyalty.
As digital banking accelerates, so do concerns around security and fraud. Customers continue to view banks as secure and trustworthy institutions, but expectations are rising—nearly all customers now expect proactive support if they fall victim to a scam. At the same time, the sophistication of financial scams is increasing, requiring banks to stay ahead with advanced, AI-driven security measures.
AI empowers banks to:
Our work with leading banks demonstrates the power of AI in enhancing both security and customer experience. For example, by implementing AI-driven frameworks, banks have improved their ability to detect and respond to scams, while also delivering faster, more empathetic support to affected customers.
While AI unlocks new possibilities, it also raises important questions about data privacy, job displacement, and the role of human interaction. Customers want the benefits of personalization and efficiency, but not at the expense of their privacy or the loss of meaningful human connections. In fact, a majority of customers express concerns about banks’ use of AI, particularly around data security and the potential for reduced personal service.
Publicis Sapient helps banks address these challenges by:
Our holistic, customer-centric approach ensures that innovation never comes at the cost of trust. By aligning technology, strategy, and culture, we help banks build relationships that endure.
Publicis Sapient’s track record in AI-driven transformation is built on delivering measurable results for banks worldwide. Examples include:
Our partnerships with leading technology providers—such as Google Cloud, AWS, and Microsoft—ensure that our clients benefit from the latest innovations in AI, cloud, and data security. We have helped banks launch the first fully digital trade finance bank, deliver 90% straight-through onboarding, and create omnichannel experiences that delight customers and drive growth.
To succeed in the AI era, banks should:
With over 30 years of experience in digital business transformation, Publicis Sapient is uniquely positioned to help banks thrive in a digital-first world. Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—ensure that every transformation is holistic, sustainable, and focused on real business outcomes. We don’t just implement technology; we co-create solutions that put the customer at the center, drive measurable growth, and set new standards for security and trust.
Ready to redefine what’s possible in banking? Connect with our experts to start your journey to AI-powered customer experience transformation.