Insights from KPMG’s 2025 U.S. Banking Technology Survey

KPMG recently released its annual U.S. banking technology survey, providing an essential "pulse-check" of the priorities shaping the banking industry. This year’s survey included insights from 200 banking executives across various institutions, big and small, unveiling their perspectives on technology, investment strategies, and adaptability to upcoming changes. Conducted with a keen eye on the evolving landscape, the "2025 Banking Technology Survey" captures the essence of where the industry is heading.

The Importance of Generative AI

A standout finding from KPMG’s survey is the enthusiastic adoption of generative AI among U.S. banking executives. Today, generative AI isn’t just a buzzword; it’s seen as a crucial tool for enhancing long-term relevance in the face of rapid technological changes. The wave of innovation brought forth by AI is fundamentally altering how banks operate. Executives are not merely dabbling in AI; they are integrating it deeply into their operational fabric, recognizing its potential to revolutionize both customer interactions and internal processes.

Future Work Dynamics with AI

A significant takeaway is that 42% of respondents predict that by the end of 2025, generative AI will be responsible for handling between 21% to 40% of daily tasks. This statistic highlights a transformative shift in work dynamics within banks. By reallocating routine tasks to AI, employees will have more bandwidth to engage in higher-value work that requires human intelligence, creativity, and emotional understanding. This not only enhances productivity but also increases job satisfaction, as employees can focus on more meaningful contributions.

Upgrading Payments Platforms

Beyond AI integration, the survey reveals a noteworthy trend in the modernization of payment platforms. As consumer preferences evolve, banks are responding by upgrading their payment systems to provide seamless, efficient, and user-friendly experiences. Today’s customers expect quick, reliable, and versatile payment options, and banks are realizing their platforms must evolve to meet these demands. This upgrade is not solely about keeping pace; it is about positioning themselves favorably in a highly competitive market.

Investment in Technology

The KPMG survey underscores a robust investment mindset among banking leaders when it comes to technology. Executives are keenly aware that in an era marked by rapid advancements, staying ahead means committing resources to innovation. This investment isn’t restricted to generative AI and payment platforms; it encompasses a broader range of technologies designed to improve customer experience, enhance security, and streamline operations. The willingness to invest reflects a proactive approach to navigating the complexities of modern banking.

Embracing Change and Preparedness

Perhaps one of the most insightful aspects of the survey is the readiness for change exhibited by banking executives. The industry is clearly aware that technological innovations are not just trends; they are the future of banking. Leaders are preparing their institutions for inevitable changes, equipping themselves with the tools necessary to adapt swiftly. This adaptability is vital as the landscape of banking continues to evolve, driven by consumer demand and technological advancements.

Conclusion

KPMG’s "2025 Banking Technology Survey" offers a compelling glimpse into the future of banking, highlighting the industry’s shifts towards generative AI, modernized payment systems, and a proactive investment strategy. As banks continue to adapt to the changing landscape, these insights become invaluable for understanding where the industry is headed and how executives plan to remain relevant in a digital-first world. The preparedness and willingness to innovate are clear indicators that the future of banking is bright, dynamic, and full of potential.