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14th April 2025
Everyone’s talking about AI models, automation, and large language models. But here’s the truth: technology isn’t what holds back AI adoption in financial services. People do.
You can have all the right tools in place - fancy algorithms, robust testing, top-tier compliance but if your teams don’t trust it, your leaders aren’t bought in and your clients don’t understand the value, you’re going nowhere fast.
At a recent 2i roundtable, senior Financial Services leaders explored how organisational culture is the hidden make-or-break factor in AI success. Their verdict? AI adoption is as much about behaviour as it is about build.
Here’s how forward-thinking financial institutions can build cultures that support AI, not sabotage it:
Develop your dream team
AI isn’t a one-team sport. It cuts across data, tech, compliance, ops and customer functions. If you’re running your AI efforts out of a silo, chances are your teams aren’t aligned and your delivery is suffering for it.
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Build cross-functional AI teams - when delivery, risk and compliance collaborate from day one, you avoid the late-stage scramble that delays rollouts and derails momentum.
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Break down internal knowledge barriers - not everyone needs to be an AI engineer but they do need to understand how it fits into the wider change agenda. Upskill where needed.
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Avoid ‘project ping pong’- AI initiatives often get passed from team to team, diluting focus and accountability. Keep clear ownership and close alignment across departments.
“AI adoption isn’t just a technical project—it’s an organisational journey requiring cross-functional teamwork.”
-Vikas Krishan, Chief Digital Business Officer, Altimetrik
Shift mindsets, not just processes
AI requires a new way of thinking about what’s possible, what’s risky and who’s responsible. But mindset shifts don’t happen just because you’ve rolled out a new tool. They happen when leaders make space for change and actively support it.
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Position AI as a superpower, not a threat - for some, AI feels like it’s here to replace them. The reality? It’s here to enhance their work, reduce manual pressure and free up time for higher-value tasks.
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Make quality and testing a boardroom conversation - too often, quality gets attention only when something breaks. Organisations that put testing on the strategic agenda deliver more reliably and innovate with confidence.
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Challenge the “we’ve always done it this way” mindset - AI changes how decisions get made. The most successful organisations encourage experimentation, learn from failure and celebrate smart risk-taking.
“As leaders and innovators, we are positioned to shape the next phase of growth. It’s essential to understand how to inspire, build, and motivate a team that embraces AI.”
-Isabel Palmer, Director of Engineering & Transformation, Experian UK
Help clients & partners keep up
It’s not just internal teams who need to get on board with AI. Clients and partners need to understand what AI is doing and why it matters.
That’s where clear communication and early stakeholder engagement come in.
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Help clients see the value early - show them real-world use cases, relevant to their world. No hype, no jargon. Just clear examples of where AI has worked and where it hasn’t.
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Build relationships, not just integrations - AI implementation is complex. Success comes from working with partners you trust, who speak your language and can meet you where you are.
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Make explainability a front-line feature - whether it’s regulators or end-users, people need to trust AI’s decisions. Transparency isn’t optional - it’s a competitive advantage.
“The challenge is making sure the clients understand it. We’ve seen that it can take organisations several months to fully appreciate and realise the benefits of automated testing and quality assurance.”
-Tijo T Joy, CTO, Azur Technology
The bottom line: Culture is the real AI accelerator
If AI in financial services feels like it’s taking too long, it’s probably not the tech that’s slowing you down - it’s the mindsets, structures and working habits that haven’t caught up yet. The good news? You don’t need to rewrite your org chart to succeed with AI. But you do need to:
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Involve the right people.
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Rethink how teams work.
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Lead with clarity, not just capability.
Want to find out how industry leaders are navigating the introduction of AI into their technology transformation? Download the full 2i roundtable report for exclusive insights (no forms to fill).
Or, are you looking for a smarter way to test and launch AI in financial services? Get in touch to discover how 2i helps financial institutions deliver transformation without the headaches.