One signal

BCG managing directors Kirti Choudhary and Vikram Sivakumar say banks are asking a more practical question about AI: where is the value? They suggest measuring more than financial returns, including customer and employee satisfaction, growth and how well controls perform.

Their advice is not to wait for a perfect model or a perfect metric. Banks can start with simpler tasks, such as helping customers with basic transactions or queries, while investing in foundations such as data and AI governance. That is useful counsel from two advisers speaking with American Banker, not evidence that these approaches have delivered results across the industry.

Discuss: For banks, should AI investment start with measurable quick wins or the foundations that make larger projects possible?

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