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Our latest research with 1,000 senior decision-makers across UK financial services and 1,000 financially vulnerable consumers reveals a growing gap between AI adoption and confidence. While 88% of firms believe AI can improve customer outcomes and nine in ten have increased its use in customer-facing operations over the past year, more than three-quarters believe their own AI strategy risks harming vulnerable customers.
Why? Because financial services organisations are being pulled in multiple directions at once. They are under pressure to accelerate AI adoption, improve efficiency and customer outcomes, meet Consumer Duty obligations, and navigate an evolving regulatory landscape with limited practical guidance on what responsible AI deployment looks like.
Read our research report to explore why AI presents both significant opportunity and risk for vulnerable customers, what responsible deployment looks like in regulated environments, and the practical customer-first design and governance principles firms can use to close the gap between confidence and implementation.
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