Which large banks lead in client experience technology?

Which banks have the most client-facing digital and AI on the record?

The 30 highest of the 107 banks with a client-facing AI use case or a disclosed digital-scale figure on their page. Use cases: customer-chatbots entries and generative-agentic-ai entries whose text names customers or clients (employee-only tools excluded). Figures: digitally active or mobile customers, app ratings or users, assistant interactions or conversations. Moves: dated timeline entries on clients, customers, digital, apps, assistants or advisers that describe a digital or AI system.

Each row quotes the bank's page on this site; the bank link opens the full record with every source. “Not disclosed” means the page records nothing on that point. Banks absent from the table have no evidence on this topic on their page. The AI index score is the bank's score out of 100 on the US AI index; non-US groups are outside that index and show n/a.

Which banks lead on client experience technology within each size tier?

The same ranking within size tiers; the headline is the digital scale figure where one is disclosed, otherwise the lead client-facing system.

How is this ranking computed?

Score = 2 × client-facing AI use cases in production + 1 × those at other stages + 2 × digital-scale figures (capped at three) + 1 per dated client-facing digital or AI move (capped at four). Ties: use cases in production, then assets, then name.

A bank needs at least one client-facing use case or digital-scale figure to be ranked. Figures are quoted as reported with their as-of date; app ratings, user counts and interaction counts are shown, never combined.

What are the caveats?

Digital-scale figures measure different things (digitally active users, mobile users, assistant interactions, app ratings) and are not comparable across rows. The largest consumer banks report them; most regional and commercial banks do not, which keeps them lower here regardless of their app quality.

Client experience is broader than this record: branch, call-centre and human service quality are not on the bank pages and are not measured.

How does this differ from the AI index?

The AI index counts every use case equally; this page keeps only client-facing digital and AI and adds digital-scale figures that the index does not score. The AI index and its method are on their own page; the technology leaders and generative AI guides are hand-written cross-bank tables with their own sourcing.