New research shows that while financial institutions increasingly see AI as essential, many still need clear evidence of return on investment and a trusted partner to deliver it.
The study, conducted by Phronesis Partners on behalf of data technology company Experian, surveyed 209 senior decision makers at large international financial institutions in September 2025.
As a result, we found that AI is now widely viewed as a business strategy rather than an independent technology decision.
84% of respondents said AI technology will be important or a high priority for their business strategy over the next two years. 89% said AI will play an important role throughout the loan lifecycle, from loan origination to collections.
The transition to AI in the brokerage industry was discussed on Broker Daily’s Business Accelerator podcast, where Director Alex Whitlock spoke with Broker Essentials’ Jason Back about the emerging industry standard. Mr. Buck explained how technology is increasingly embedded in the “DNA” of large brokerages and aggregators.
“Mortgage brokers will need to move from just window shopping using their technology in 2025 to actually going into a store and buying in 2026,” Buck said.
“Companies that are truly integrating technology today are using automated workflows and have great automation in place, and I think they’re the ones who should really rely on technology.”
Among lenders, the top expected outcome from AI investments is operational efficiency, highlighted by 78% of respondents. This was followed by improved credit decisions (77%) and improved risk mitigation (61%).
“We are thrilled to be partnering with Experian Software,” said Vijay Mehta, executive vice president of global solutions and analytics at Experian Software Solutions. “This research helps us better understand the business drivers behind the strong and increasingly rapid investment in AI among our financial institution customers.”
“We also understand the factors they have to deal with, such as the regulatory environment around AI and data quality.”
ROI, regulation and data remain key concerns
Various concerns regarding AI remain important to lenders. 73% of financial institutions surveyed are concerned about the regulatory environment surrounding AI, and 65% believe having AI-enabled data is one of their biggest challenges.
In fact, when choosing an AI partner, respondents considered data quality as the most important factor influencing their trust in a vendor.
“The regulatory environment and strong ratings on data quality highlight the need for explainable AI to eliminate perceptions of AI as a ‘black box’, build trust and meet the highest compliance standards,” said Mehta.
“Most importantly, vendors providing AI solutions need to provide transparent and comprehensive AI-powered products and services based on the most accurate data.”
However, challenges still remain. More than a third (38%) of financial institutions say they struggle to see return on investment (ROI) from their current AI implementations.
Key barriers to implementation include integration complexity, uncertain ROI, high costs, and lack of initial expertise.
Learn more about how brokers can accelerate processes and leverage technology such as artificial intelligence (AI) at the Better Business Summit 2026, held in partnership with National Australia Bank (NAB).
The Better Business Summit, held across states from March to April 2026, will reveal how brokers can take their businesses to the next level by leveraging technology, formalizing processes and leading with a growth mindset.
Tickets for Better Business Summit 2026 are available now, but hurry! The event is sure to sell out!
[Related: AI is reshaping marketing for Australia’s mortgage brokers]
