ICT scenario and market trends for the banking sector 2025

The ABI Lab 2025 Report highlights the central priorities guiding the banking sector’s digital transformation journey. Italian banks are focusing on advancing Artificial Intelligence, enhancing resilience and cybersecurity, modernising infrastructures, as well as reinforcing data governance and customer-centric strategies. Simultaneously, there is a strong push towards process automation, open innovation, sustainability, and talent development, in line with the “Next Generation Banking” Manifesto which anchors eight strategic axes: WATCH CLOSE, GET FASTER, FOCUS ON VALUE, EXPLORE, BE OPEN, LEAD THE CHANGE, STAY TRUSTWORTHY, and BE SUSTAINABLE.

Key Results

• ICT Budget Growth: 96% of banks have kept or increased their 2025 ICT budgets; 48% report growth over 5% YoY.
• AI as a Core Priority: Artificial Intelligence is a top-10 investment for 73% of banks and the no.1 research focus for 29%.
• Cloud & Automation: 55% plan to use cloud for renewing core banking apps, while 73% of large banks drive cloud adoption; process automation is a rising R&D priority, with 61% of banks having dedicated automation structures.
• Resilience & Cybersecurity Emphasis: 68% include resilience and business continuity among their top ICT priorities, amid the implementation of DORA regulatory standards.
• Sustainability Initiatives: 41% invest in IT platforms supporting ESG goals, with 53% planning carbon offset programs by 2026.

The customer engagement model is shifting rapidly: banks are investing in digital onboarding, omnichannel experiences, and mobile banking as the preferred access point. On average, 87% of banks are increasing investments in mobile and contact centre channels, while new offerings around digital onboarding, personal finance tools, and “non-banking” services are expanding client touchpoints. Notably, contact centres are now critical for omnichannel support, direct sales and customer care, with AI-driven chatbots, social media and WhatsApp increasingly integrated.

Transitioning to more agile operating models, architectural transformation and cloud computing are pivotal for scalability and resilience. Banks adopt hybrid IT/organisation models to accelerate process automation, where cross-functional teams and upskilling are key. Investment in Agile methodology, DevOps and modernisation of core infrastructures are prominent, alongside strategies to optimise cloud governance, risk management, and operational cost structures.

Data governance has matured, with federated “hub & spoke” models now mainstream for managing data and analytics/AI. 88% of banks are implementing training programmes on data-driven culture and governance, while over 60% are evolving their architecture integrating automation and unified end-to-end monitoring. These initiatives enhance both operational excellence and regulatory compliance, driving sustainable innovation and business value.

The sector’s approach to future challenges is marked by dynamic experimentation in AI (including Generative AI), blockchain and collaboration with fintechs. Banks are embedding open innovation through partnerships, sandboxes, and joint ventures, with clear governance of experimental projects and talent strategies. Sustainability is threaded through IT investment as banks pursue green IT, ESG data frameworks, and innovative digital solutions supporting the ecological transition. The combination of robust cybersecurity, regulatory compliance, and cultural agility positions Italian banks as proactive leaders in the digital and sustainable transformation of financial services.

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