1、FINANCIAL INSTITUTIONSRETAIL BANKING REPORT 2025From Branches to Bots Will AI Agents Transform Retail Banking?November 2025Contents03 WillAITakeOff?04 The Case for the AI-First Retail BankAProfitSqueezeLoomsParalysisIsPoisonousProfitPoolsWillExpandAgentsPromisetoMakeaBigImpact11 WhatDoesanAI-FirstRe

2、tailBankLookLike?Hyper-PersonalizedCustomerEngagementIndividualComprehensiveFinancialSolutionsInvisible,EmbeddedInterfacesAutonomousOperationsReal-TimeRiskandCapitalAllocationLeanHumanCore15 Follow the Leaders ThreeStagesofAIInvestmentSetaBoldMultiyearAmbitionReshapeandInventAdoptanAI-FirstOperating

3、ModelSecuretheNecessaryTalentBuildaStrongTechnologyandDataFoundationPositionRiskandComplianceasaDifferentiatorScaleImplementationandChange23 A Checklist for TomorrowEstablishtheBaselineArticulateaClearAmbitionConverttheAmbitionintoWorkflowsRebalanceInvestmentProgressivelyInstitutionalizeResponsibleA

4、IBuildHumanCapacityatScale26 About the AuthorsBOSTON CONSULTING GROUPFROMBRANCHESTOBOTS:WILLAIAGENTSTRANSFORMRETAILBANKING?3Retail banking would appear tobearipetargetforartificialintelligence and its most recent incarnation,AI agents.Banks have an abundance of attributes that sit squarely in AIs sw

5、eet spot:enhanced customer support,personalization ofserviceandoffers,andautomationofmanualorrepetitivetasks,tonameafew.BCGhasidentifiedmorethan$370billionayearinadditionalprofitpotentialindustrywidefromAI.Littlesurprisethatventurefundingforfintechissurgingand the frequency of AI mentions in retail

6、banks investor presentations is rising fast.All that being said,actual examples of real value attained from deploying AIin the form of cost savings,revenue gains,andEBITincreasesarehardtofind.Mostretailbanks are piloting AI in some functions or operations.A few have embarked on more ambitious end-to