65% worry that using AI might lead to mistakes negatively affecting their personal finances — according to the CRIF Banking on Banks 2025 report, Financial Services in Europe on the Road to 2030.
Generation Z shows the most positive attitude toward AI but, despite being open to innovation, does not believe in full digitalization of financial services.
Financial service providers face the challenge of ensuring security while tailoring their offerings to diverse customer expectations.
The Growing Role of Technology in Finance
The role of modern technologies in the financial sector continues to grow. However, the CRIF Banking on Banks 2025 report shows that Poles remain cautious toward artificial intelligence as a tool supporting personal finance management.
Artificial Intelligence Raises Security Concerns
As many as 67% of Poles (and a comparable share of Europeans surveyed in Italy, Germany, France, Poland, and the United Kingdom) fear that AI may increase the scale of financial fraud. Meanwhile, 66% of respondents (64% across all countries) believe that giving AI access to their personal data is a bad idea.
“The competitiveness of financial institutions depends largely on the speed and simplicity of processes that clients experience — including the usability of websites and mobile apps. The CRIF report shows that security is just as crucial. Financial service providers must strike a balance between implementing innovation and ensuring safety. Further development of services without AI involvement is no longer possible. If consumers are concerned, we must invest in education and high security standards,”
says Kamil Gosławski, Head of Banking & Insurance at CRIF Poland.
Poles Want Innovation — But They’re Afraid of It
65% of surveyed Poles fear that using generative AI in personal finance could lead to errors with negative financial consequences.
At the same time, they remain open to AI-driven services:
- 48% plan to use AI-powered chatbots in the future to resolve issues faster (compared to 43% across all surveyed Europeans),
- 59% of respondents in Poland are open to AI-based financial services overall (56% across all countries).
However, most consumers emphasize one condition: clear rules and regulations governing AI use.
Interestingly, Poles believe that the solution to AI-related risks may lie in AI itself.
46% of respondents (44% across all countries) think AI could help detect fraud — including deepfakes, phishing attempts, or voice cloning.
“Generative AI enhances the efficiency of the financial sector and makes services available 24/7. Still, accessibility and improved service quality are not enough — cyber threats continue to grow. For AI to have a fully positive impact on personal finance, financial institutions must not only ensure security but also focus on core values: honesty, transparency, and trust.
Ultimately, behind every financial process stands a human being — cautious, often anxious, and protective of their money,”
explains Kamil Gosławski.
Ethics and Transparency as Future Drivers
The report confirms this trend: 24% of respondents believe that by 2030, they will pay greater attention to ethics, values, and transparency when choosing financial service providers. These factors will increasingly influence consumer decisions and brand loyalty.
Generation Z: Open to AI, Skeptical of Full Digitalization
European respondents generally expect digitalization to accelerate by 2030.
77% anticipate being able to handle all financial matters online.
However, the youngest generation is more skeptical:
- Only 59% of Gen Z (ages 18–27) believe they will manage all finances through a single app,
- Just 57% expect to live without any human interaction with bank staff.
By contrast, 76% of Generation X (ages 44–59) expect a unified app, and 70% foresee a fully automated service experience.
Despite this skepticism, Gen Z remains the most positive toward AI overall.
- 53% are open to working with an AI assistant if it means faster and more efficient service,
- 51% of Millennials (ages 28–43) share that view, compared to 43% across the total population.
“Consumer openness to AI-driven financial services naturally varies by generation. For financial institutions, this means the need to adjust their offerings and communication strategies. A balanced solution might be to give clients a choice — between traditional service at a branch and AI-based support,”
adds the CRIF expert.
About the Study
The survey for CRIF was conducted by Opinium Research between 20–27 March 2025 among 6,000 consumers in France, Germany, Italy, Poland, and the United Kingdom. Additionally, Opinium surveyed 200 professionals — mid- and senior-level executives from the financial services sector — between 14–18 March 2025 in the United Kingdom (including those serving European markets).
Source: CEO.com.pl – “AI in the financial sector: Poles want innovation, but not at the expense of security”
