The news: When asked where they’re seeing the most return on their AI investments, 68% of Canadian banks cited a back-office implementation, while just 32% cited a customer-facing capability, per GFT’s 2025 Banking Disruption Index Report. Our take: Prevention is an obvious area for AI investment, given the rising costs of cybersecurity and fraud incidents. But it’s a good sign that banks are also investing in enhanced customer-facing capabilities that could help them attract and retain customers. They should prioritize these investments going forward, particularly with agentic AI on the rise. Customer-experience improvements are essential even if their value isn’t immediately quantifiable: Over half of Canadian banking customers say they would leave their bank due to a poor customer experience.

Partnerships and AI adoption powered the BNPL company’s lead over competitors.

Retailers and brands are racing to deploy AI across the shopping journey, but trust, quality, and execution will define who wins.

Despite being a leader in AI use, the BNPL provider said leaning on AI for customer service lowered support quality

WhatsApp’s importance to Meta goes well beyond social messaging: A forced divestiture could disrupt customer service, commerce, and loyalty worldwide.

Our fifth annual study ranks Canada’s top seven banks on mobile app innovation, based on an exclusive survey about what features consumers value most.

Nearly half (48.0%) of US digital shoppers want to see AI-driven customer service quality improved or added on ecommerce sites, per a February 2025 survey from Cint and Omnisend.

When we asked US banking customers how they felt about their banks using AI to improve their banking experience, attitudes were mixed—and often sharply divided along demographic lines.

Our eighth annual study reveals which of the 10 largest US banks lead in mobile app innovation, based on an exclusive survey of which features mobile banking users value most.

Retailers are prioritizing unified commerce solutions to help gain a complete picture of their business operations—including consumer behavior. As the tech landscape becomes more complex, key players are emerging across channels.

Its latest tools promise faster, more efficient support while keeping human agents available for higher-level problem-solving.

Walmart’s adaptive retail strategy is heavy on genAI, AR: The retailer is relying on the technologies to deliver personalized experiences, engage Gen Z, and improve customer service.

The solution gives consumers greater visibility into their transaction data, improving the customer experience and saving banks money on customer service costs

GenAI gives banks unprecedented tools to create a more personalized experience for their customers, but some use cases are easier to implement than others.