Google Makes Moves Into Banking: Should Banks Be Worried?

Customers experiencing vulnerability or additional needs exist across every customer population, yet many organizations still only provide support after customers have encountered significant difficulties or harm. Leading organizations recognize that vulnerability is often dynamic, contextual, and difficult for customers to disclose, and are shifting from reactive support to proactive protection. Leading firms improve customer outcomes while strengthening trust, reducing risk, and lowering the cost of remediation. This report outlines how organizations can build integrated capabilities across people, processes, and technology to better identify, support, and protect vulnerable customers.

While most organizations are deploying predictive, generative, and agentic AI, few can directly connect those investments to revenue, customer outcomes, or profitability. As AI becomes cheaper and easier to build, the quality of the problem being solved becomes the primary determinant of value. Teams that measure success by releases, features, or utilization risk falling into […]