How Banks Are Rethinking Digital Transformation

The banking sector is entering a defining moment for digital transformation says Newgen. As one industry expert explained at SIBOS 2025, even the largest U.S. banks are finally closing in on a goal that has eluded them for years — a true omnichannel experience. Customers expect seamless transitions between desktop, mobile, and in-branch interactions, yet the sheer scale of traditional banks has long made that impossible. Now, 2025 is shaping up to be the year this vision becomes reality.

Banks are reconfiguring legacy systems to ensure both customers and internal teams can share the same real-time data, delivering faster, more accurate service. Alongside this, hyper-personalisation has become a key frontier. No longer are customers asked to fit into pre-defined products — instead, financial institutions are learning to tailor offerings to the individual, powered by better data and AI insights.

Equally transformative is the shift toward self-service and super app ecosystems, driven by younger generations’ demand for frictionless banking. Financial services are increasingly delivered wherever the customer already is — through fintech integrations, marketplaces, and collaborative digital platforms. This change reflects a wider trend toward partnership-based banking, where institutions share transactions and revenue instead of trying to own the entire customer journey.

Underpinning all of this is a fundamental rethinking of bank architecture. Many institutions are moving away from monolithic systems and adopting microservices-driven transformation — breaking large, multi-year projects into smaller, faster, less risky deployments. Cloud adoption is also proving essential as banks pursue AI, automation, and hyper-personalisation at scale.

Ultimately, these developments converge on one aim: enabling banks to deliver secure, seamless, and adaptive customer experiences. In an era of agentic AI, financial institutions are learning that transformation isn’t about replacing people or systems overnight — it’s about evolving intelligently, one service at a time.