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Creatio Releases Financial Services Edition of The State of Enterprise AI Adoption Report

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Creatio Releases Financial Services Edition of The State of Enterprise AI Adoption Report

Creatio, an AI CRM and workflow platform where people and AI agents work together, today released the Financial Services Edition of its State of Enterprise AI Adoption Report, an industry-focused analysis of how financial institutions are scaling AI and AI agents, transforming workforce operations, and turning adoption into measurable business value.

Based on a survey of 190+ financial services IT and business decision-makers, part of Creatio’s broader global study of 600+ leaders, the research finds that 80% of financial institutions have already moved beyond AI experimentation, compared with 70% across the global sample. Moreover, 81% are already scaling AI agents across departments or expect to do so within the next twelve months, signaling a shift from isolated deployments to enterprise-wide execution.

“Financial services is entering a new phase of AI adoption, where the focus is shifting from experimentation to fundamentally rethinking how institutions operate and serve their customers,” said Burley Kawasaki, SVP of Industries at Creatio. “From customer onboarding and relationship management to service operations, AI agents are creating opportunities to deliver more personalized experiences, accelerate decisions, and expand workforce capacity. The institutions that lead will be those that can bring people, AI agents, and business processes together at scale—while preserving the trust, security, and accountability that are essential to financial services.”

Read More on Fintech : Global FinTech Interview: AI and the future of fintech with Hugh Cumming, CTO, Vena

As adoption accelerates, the research identifies three major shifts shaping the future of AI in financial services:

Financial institutions overwhelmingly expect AI agents to complement their workforce rather than replace it.


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