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Redesign of Digital Banking Leveraging Agentic AI

Publisher IDC
Published Mar 25, 2026
Length 7 Pages
SKU # IDC21046731

Description

This IDC Perspective explores how agentic AI is set to transform digital banking by moving beyond generative AI's information delivery to autonomous execution of transactions and personalized customer engagement. It highlights agentic AI's potential to streamline onboarding, enhance security, orchestrate customer journeys, and enable hyper-personalization while also addressing fraud and operational efficiency. This document emphasizes the need for banks to focus on relationship deepening, trust, and governance as agentic AI becomes integral to the financial ecosystem."Agentic AI isn't just changing digital banking — it's redefining trust, personalization, and action across the entire customer journey," says Marc DeCastro, research director, Consumer Banking at IDC. "Agentic AI will not simply enhance digital banking. It will redefine how decisions are executed, monitored, and governed across the customer life cycle."

Table of Contents

7 Pages

Executive Snapshot

Key takeaways

Recommended actions

Situation Overview

Definition and concept

Limitations of linear automation

Customer journey orchestration

Engagement and personalization

Service and support

Agentic management concerns

Advice for the Technology Buyer

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