There is a lot of attention on the Digital Banking in Italy changes in the germany whatsapp number data banking world and we have highlighted some of them from the Digital Banking Experience Report 2025 by Sopra Steria ? from the reflections of Backbase and from the trends traced at the beginning of the year by Kyndryl . All three documents outline a profound transformation of the sector? between impulses towards innovation and knots still to be untied? especially on the front of trust and personalization.
Digitalization is accelerating? but not without obstacles
According to Sopra Steria ? Italy ranks third in swiss experience Europe in terms of satisfaction with digital banking services? with 72% satisfied users and 55% using online banking regularly. However? areas such as proactive budgeting assistance and problem solving via chatbots remain underdeveloped – a fact that is also confirmed by Kyndryl ‘s findings : “daily adoption of Generative AI is still limited (12%) and trust in its outputs is low (32%)” .
Backbase identifies personalization as the differentiating element for loyalty in retail banking. “It’s time to move beyond generic digital experiences. True personalization begins with a modular platform? capable of adapting to people’s real needs?” says Alessandro Fragapane ? Country Manager of Backbase Italia. For this reason? according to the ABI Observatory? 61% of Italian banks are strengthening their cross-channel and customer-centric approach. While Sopra Steria highlights the potential of AI-driven financial advice? Backbase underlines the importance of advanced segmentation and the intelligent use of data to “offer banking experiences that make every customer feel seen? understood and valued.”
AI and the Cloud: Shared Excitement? Limited Trust
A point of convergence among all the players examined antigua and barbuda business directory is the investment in artificial intelligence and the cloud. The Sopra Steria report shows that 71% of Italian banks have already migrated to the cloud and AI is increasingly used for automation? compliance and customer service. However? the contrast emerges in the perception by users: if on the one hand the operational benefits are clear? on the other hand there is skepticism about the security and reliability of AI. Grégory Wintrebert ? CEO Financial Services at Sopra Steria? warns: “Financial well-being is no longer just a customer aspiration — it is a business necessity. But the adoption of AI and cloud must be accompanied by digital education and risk governance” .
Cybersecurity and Trust: The Real Challenges
The topic of digital security is central. 100% of banks consider cybersecurity a strategic priority – also in view of the imminent entry into force of the DORA regulation – but only 42% of Italians feel safe in using banking services from mobile devices. Kyndryl highlights that Italy is among the countries with the highest level of concern for security? but with still limited use of tools such as VPNs and password managers.