Last year, ServiceNow created the inaugural Enterprise AI Maturity Index to understand how AI is impacting organizations across the globe. We found that maturity levels were low across all industries, including banking. Organizations were still developing strategies to deploy generative AI (GenAI) and other emerging tools in their tech stack and operations.

This year, we surveyed almost 4,500 executives worldwide—including 477 from banks—to track how maturity levels have changed. The results are surprising. Maturity scores are lower than 2024 and banking is not immune to the slowdown.

(Click here to read the full Banking AI Maturity Index report.)

On average, banks' maturity score dropped 10 points (from 45 to 35) on our 100-point AI maturity scale, compared to nine points for all respondents. As AI continues to evolve at a breakneck pace, the banking industry—like other sectors—is hard-pressed to stay ahead of trends and integrate the technology safely and profitably.