Monthly Update29 Sept 2025, 01:39 pm
HCLTech Report Reveals Lack of Trust and Preparedness in Payments Industry's AI-Driven Future
AI Summary
HCLTech's latest payments industry research highlights a paradox: while AI is seen as essential for balancing frictionless customer experiences with fraud protection, organizations lack the governance and infrastructure to deploy it responsibly. The report underscores a payments industry advancing rapidly toward an AI-enabled, autonomous future, while simultaneously confronting significant challenges related to trust, regulatory preparedness, and the constraints of legacy systems and infrastructure.
Key Highlights
- 99% of organizations use AI in payment operations, but 91% of executives express concern about its risks
- Only 17% of organizations are fully operating in an autonomous mode, despite 52% expecting to become autonomous within 18-24 months
- Just 20% of companies have cloud native, real-time data systems to support innovation
- 87% of executives fear losing customers without instant payment capabilities
- Only 19% of European executives feel fully prepared for the future of payments