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HCLTech's latest payments industry research reveals a sector hurtling toward an AI-driven, autonomous era, yet grappling with profound trust deficits, regulatory uncertainties, and outdated infrastructure. While AI promises seamless customer experiences alongside robust fraud prevention, the absence of robust governance frameworks leaves organizations exposed to risks like hallucinations, synthetic fraud, and data breaches. This tension is especially pronounced in continental Europe, where readiness for future payments innovations remains notably low.
The payments industry stands at a crossroads, with AI positioned as a cornerstone for delivering frictionless transactions and fortified defenses against fraud. HCLTech's findings illuminate a stark disconnect: widespread adoption juxtaposed against pervasive unease. Nearly half of organizations—49%—lack formal AI policies, amplifying vulnerabilities in an environment where synthetic threats and AI-generated errors could erode confidence. This research, drawn from global executives, emphasizes the imperative for responsible deployment to harness AI's potential without compromising operational integrity.
Leaders envision a future of autonomous payments ecosystems, where AI orchestrates end-to-end processes with minimal human intervention. However, the path is fraught: while over half expect this shift in the near term, a mere 17% operate at full autonomy today. Legacy systems and fragmented infrastructure hinder progress, particularly in real-time data handling essential for AI-driven decisions. Modernization efforts are underway, yet the scarcity of cloud-native platforms—present in only 20% of firms—signals a broader lag in supporting scalable AI innovations in payments processing.
Srinivasan Seshadri, Chief Growth Officer and Global Head, Financial Services at HCLTech, captured this divide: "Payments leaders are embracing innovation, but the gap between ambition and readiness is stark. This research underscores the need for Responsible AI governance, infrastructure modernization and strategic clarity to thrive in the evolving payments landscape."
Customer expectations amplify the stakes, with 87% of executives citing the risk of losing market share absent instant payment functionalities—a hallmark of AI-enhanced systems. Yet, adoption varies geographically: continental Europe emerges as the most hesitant, with just 19% of leaders feeling equipped for upcoming disruptions. Skepticism toward Agentic AI runs at 12%, and a majority—57%—opt for refining proven solutions over bold experimentation, reflecting a conservative stance amid regulatory flux.
To bridge these gaps, the report advocates for fortified governance, accelerated infrastructure upgrades, and a clear-eyed strategy that aligns AI capabilities with business imperatives. By addressing these, payments firms can mitigate risks, enhance fraud resilience, and capitalize on AI to foster trust and efficiency. The full insights, launched at SIBOS in Frankfurt, offer a roadmap for navigating this transformative juncture.
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, High Tech, Semiconductor, Telecom and Media, Retail and CPG and Public Services. Consolidated revenues as of 12 months ending June 2025 totaled $14.0 billion. To learn how we can supercharge progress for you, visit hcltech.com.
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