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    Where adaptability meets advantage

    At TCS, we don’t just help businesses transform. We help them become perpetually adaptive enterprises, built to evolve continuously and confidently in a world of constant change.

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      Adaptability starts here
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      17 Jul 2025 TCS Ranked Among Top 20 Global Technology Brands in Brand Finance Tech 100 2025 List
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      10 Jul 2025 Robust Order Book and Operational Resilience mark TCS’ Q1
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      17 Jul 2025 TCS a Leader in Life and Annuities Insurance BPS and Third-Party Administrator Services: Everest Group
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      01 Jul 2025 TCS Recognized as a Leader in Pharmacovigilance Operations Services by Everest Group
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    From potential to performance by design

    TCS AI for Business Study – Key findings for banking, financial services, and insurance

    Share TCS AI for Business Study -- Impact of AI on BFSI Business Operations
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    Download PDF for TCS AI for Business Study -- Impact of AI on BFSI Business Operations Download PDF
    From potential to performance by design (27 pgs)

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    Reimagining business with AI

    Artificial intelligence (AI), particularly the advancements in generative AI (GenAI), has taken the world by storm. Most senior executives in the banking, financial services, and insurance (BFSI) industry believe AI’s impact on their business model will be greater than or equal to earlier disruptive technologies, and they’re optimistic about its potential. Yet there is no consensus on how to approach AI. This report provides unique insights about how BFSI firms are moving forward to create effective AI strategies for their enterprise.

    This report investigates:

    • The driving factors for AI implementations in the BFSI industry.
    • The use of AI in redefining banking, financial services, and insurance.
    • Emerging AI-driven customer engagement trends.
    • Changing shift in employees, skills, and roles.
    • The AI strategy of BFSI companies.
    • The alignment of business results with objectives.

    Download the full report

    The transformative power of AI

    Most BFSI executives surveyed have a positive sentiment toward AI.

    bfsi positive sentiment

    Power of AI

    Close
    Power of AI
    bfsi positive sentiment

    Yet there’s no consensus on AI adoption strategies and not enough metrics to measure success.

    • 67% say they need better KPIs to measure the success of their AI implementations.

    Current state of AI

    • 61% of corporate functions have in-process or completed AI projects.
    • 35% of corporate functions are planning AI implementations.
    • Two-thirds (67%) are more inclined toward using AI for spurring innovation and growth.
    Figure depicting Top three challenges

    Surveyed executives identify their main challenges

    Close
    Surveyed executives identify their main challenges
    Figure depicting Top three challenges

    Challenges around generative AI

    We asked executives what their primary concerns are about AI, especially with the advent of generative AI (GenAI). Five strategic challenges are apparent.

    • Ethical and responsible AI use
    • Reevaluation of business strategies and models
    • Lack of IT readiness 
    • Cultural shifts
    • Increased investment in AI research and development

    Not enough metrics for ROI

    As the integration of AI into business processes accelerates, measuring the financial return on such an investment becomes increasingly significant. But only 27% of BFSI executives said they have "good enough" metrics and KPIs for their current stage of AI deployments.

    Without adequate KPIs for AI-enabled operations, proving ROI and getting future buy-in is challenging.

    Key findings

    Future of AI

    Even in this era of AI, there’s no substitute for human creativity, empathy, and strategic thinking. 63% of BFSI companies think human strategic decision-making and creativity will remain essential to their competitive advantage.

    Most executives believe AI will augment and enhance human capabilities, enabling people to focus on higher-value activities. 43% of BFSI companies expect most of their employees will be using GenAI on a daily basis in three years.

    Future AI implementations will focus on innovation and revenue growth. In fact, as many as 88% of BFSI Pacesetter companies—those that enjoy greater financial success than the others—are more focused on using AI to spur innovation.

    TCS recommendations

    • Focus
    • Adopt
    • Culture
    • Customers
    • Success
  • Focus
  • Adopt
  • Culture
  • Customers
  • Success
  • Focus on the value, not the technology

    Embrace AI initiatives that support organizational priorities and use cases that can potentially enhance value chains and drive business outcomes like revenue growth, cost savings, and superior customer experience.

    Adopt a more strategic approach

    Create a multidimensional approach to AI adoption that encompasses strategic goals beyond productivity and revenue growth to include boosting quality, reducing risks, enhancing operational efficiencies, and improving organizational decision-making.

    Make the business and culture AI-ready

    Invest not only in the necessary technology and infrastructure, but also in a culture that embraces change, experimentation, and continuous learning.

    Create higher-level relationships with customers

    Capitalize on AI’s capabilities to deliver more personalized, proactive, and valuable experiences across the customer journey, differentiating your business from the competition.

    Plan for success, not scarcity

    Be ready for AI to expand revenue, opportunity, and innovation, and create new ways for humans to do their current jobs or even create new roles.

    "From hyper-personalised services to efficient operations, improved risk management and accurate decision-making, BFSI firms are exploring the enormous potential that AI and Generative AI presents to transform businesses. The findings from the study bear testimony to the optimistic outlook of the firms towards the value that AI can create. At the same time, they are conscious about using it responsibly and safely. As partners to leading BFSI firms, TCS has been collaborating with customers to build enterprise-wide AI foundation with necessary guardrails in place to turn potentials into tangible outcomes and set the organizations on the path of growth."

    SHANKAR NARAYANAN

    President & Business  Head, BFSI – UK, EMEA  & APAC, TCS

    About the study

    • TCS’ Thought Leadership Institute conducted a double-blind study of approximately 1,272 senior executives with P&L responsibilities in 12 industry sectors across Asia, Europe, Nordics, LATAM, North America, and the United Kingdom and Ireland, with respondents having annual revenue of $5 billion to $100 billion.
    • This global study examines how CEOs, directors, and business line managers prepare their businesses to be AI-ready, focusing on aspects such as their strategy around operations, talent, and future implementation plans. The study provides best practice recommendations based on these insights.

    Related reading

    Swipe Left
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    TCS AI for Business Study Key Findings

    15 Jul 2025   Opens in new tab

    Generative AI in Finance: Opening up a Sea of Possibilities

    White Paper | 23 Feb 2024   Opens in new tab

    Leveraging generative AI for efficient internal financial controls

    White Paper | 01 Dec 2023   Opens in new tab

    Open intelligence in BFSI

    White Paper | 16 Sep 2022   Opens in new tab
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