Abstract

This IDC Survey Spotlight illustrates current areas where banks have implemented AI to create operational efficiencies and memorable customer experiences with more valuable engagement. This document contains data from IDC's 2021 Worldwide Industry AI Path Survey, specifically for the banking industry. The survey provides deep insight into how global industries generate ROI from leveraging AI applications and systems and their buying process and brand perceptions. The survey focuses on key decision makers in a broad range of industry segments, located in 32 countries in North America and Latin America, Europe, and Asia/Pacific, including 100 executives in banking, all of whom are familiar with AI applications and either currently use or plan to use AI applications within the next 12 months. Each of the banking respondents identified themselves as primarily retail, consumer, small business, and/or corporate banks, including institutions in North America and Latin America, Europe, and Asia/Pacific. This document does not cover the capital markets or insurance industries, but these industries were included in the survey as well.

"Banks that can find the fundamental value in the data they amass and learn to extract and use it to drive better decision making, increase operational efficiency, and felicitously engage with customers will thrive — by leveraging AI," remarked Karen Augustine, research manager, IDC Financial Insights.

Coverage