Scaling creativity in the age of AI

Storytelling is core to humanity’s DNA, stemming from our impulse to express ideals, warnings, hopes, and experiences. Technology has always been woven through the medium and the distribution: from early humans’ innovation of natural pigments and charcoals for cave paintings to literal representation by the camera.

The landscape of storytelling continues to shift under our feet. Social and streaming platforms have multiplied, audiences have fragmented, and our demand for fresh, unique media is insatiable. A recent McKinsey podcast cites that we are watching upwards of 12 hours of video content daily, often on multiple devices and multiple platforms.

All this content is expensive to produce: With a baseline budget of $150M, a Hollywood feature runs $1M per minute of finished film; prestige streaming content is in the hundreds of thousands per minute. And since consumers want to engage with authentic, original material, every company is now effectively a media company. That means we all face the same pressure: more content, with the same time and budget constraints.

There is no longer a question whether to use AI for content; the math doesn’t work any other way. What leaders need to focus on now is how to adapt responsibly, protect brand integrity, uplift team creativity, and build customer trust.

A few things worth holding onto as this era accelerates:

  • AI amplifies what’s already there, both good and bad. Weak strategy stays weak.
  • Responsible adoption means knowing what’s in your tools and models. Provenance and transparency are the foundation, not the finish line.
  • Scale without taste is just noise. Investing in your team’s judgment is what makes more content matter.
  • Fundamentals of great storytelling have not changed. Regardless of format or channel, what makes audiences lean in are still characters, arc, ingenuity, and surprise.

The permanent sprint

Creative teams are trapped on the endless hamster wheel of production, and it’s not slowing down. According to Adobe research, content demand will grow 5x over the next two years. Social content shelf life is now measured in hours, not weeks. Keeping fresh work in the pipeline is a permanent sprint, requiring teams to rethink how creative production functions.

The first move is freeing creative teams by having AI absorb the repetitive work so they have space for the strategic creative decisions that require human ingenuity. In a recent study from Adobe, 94% of creatives report that AI helps them produce content faster, saving an average of 17 hours per week. That recovered time is not a productivity metric; it is renewed creative capacity.

As a use case, Nestlé offers a useful blueprint. Its teams operate across 180 countries with a portfolio of iconic brands including Nescafé, KitKat, and Purina. Using Adobe Firefly Custom Models embedded in existing content workflows allows teams to generate assets in a brand-informed style without disrupting creative flow. At Nestlé, workflow cycle times dropped 50%. “With Firefly Custom Models, we can react at the speed of culture. It’s the closest thing we’ve had to magic.” says Wael Jabi, global strategic comms lead for KitKat.

As we move into the agentic era, the possibilities expand further. Adobe’s Creative Agent thinks in systems, not tasks, orchestrating across workflows, apps, and processes to close the gap between idea and execution, and get teams out of the production cycles that consume their productivity.

Build for your brand, not every brand

A company’s brand is how the world recognizes and connects with them. And it’s more than a collection of assets—it is dynamic, subjective, and expressed in thousands of micro-decisions made every day by the people who know it best. As production scales, keeping everything tuned to the brand gets more challenging. Off-the-shelf AI cannot replicate the level of nuance creative teams bring to content, and there’s a real cost to getting it wrong; diluting a brand in market with almost-right output is not an acceptable option. Customer trust is fragile.

Starting with a bespoke AI model built with Adobe Firefly Foundry addresses this directly. Firefly Foundry starts with a commercially safe base model and trains further on a company’s IP, making it possible to produce content that genuinely reflects the team’s vision.

And to ensure that Firefly Foundry models truly represent the creatives at the helm, Adobe has partnered with film studios like Wonder Studios, Promise.ai, and B5 Studios, and the “big three” talent agencies CAA, UTA, and WME to deeply understand what it means (and what it takes) to build an IP-immersive model that keeps creatives at the center as these film studios and talent agencies scale their visions. These brand ecosystems can accelerate nearly every phase of the production process, from ideation and storyboarding to production and promotion, all while preserving artistry and authorship. And to power the next generation of creativity and content, Adobe has recently announced a strategic partnership with NVIDIA, delivering best-in-class creative control along with enterprise-grade, commercially safe content at scale.

Generic AI gives teams a starting point. But a model trained on a brand’s own IP gets them to the finish line, while still leaving room for the creative calls that matter most.

When agents become the audience

AI is not only reshaping how we create; it is reshaping how customers find and engage with brands entirely. According to Adobe Digital Insights, AI-powered shopping has surged 4,700%. Agentic web traffic is up 7,851% year over year. Yet, most businesses still have significant gaps in AI-led brand visibility. If content is invisible to AI agents, then a brand is invisible to customers.

Major League Baseball is ahead of this curve. Using Adobe LLM Optimizer, the league monitors how its content surfaces across AI interfaces and makes real-time adjustments to maintain visibility. As fans search for tickets, stats, or game-day experiences, the league ensures its brand shows up wherever that search is happening. And with Adobe’s recent acquisition of Semrush, brand visibility goes even further.

The agentic web created an entirely new content surface that did not exist two years ago, and this exponential proliferation of content illustrates precisely why scaled, on-brand content production has become a strategic imperative. A well-built agentic foundation offers full visibility into (and control over) every piece of content, from production to performance.

How to prepare for AI integration

Here are a few steps to get started:

Audit before automation. Content supply chains usually include duplicated processes, unclear ownership, and assets living in many different places. Before AI can accelerate anything, develop a clear map of how content moves through the organization today: who creates it, who approves it, where it lives, and where it breaks down. AI applied to a broken process just breaks it faster.

Walk through workflows. Resist the urge to overhaul everything at once. Start with production tasks that are high-volume, low-stakes, and well-defined: asset resizing, localization, and background generation. Use those wins to build internal confidence before expanding into more complex creative territory.

Build responsible governance from the start. Governance added as an afterthought becomes a bottleneck. Building it in from the beginning creates a competitive advantage that lets teams move fast with confidence. And this means clear policies on model training, content provenance, human review thresholds, and communicating AI use to customers. The brands that earn lasting trust will treat transparency as a feature, not a footnote.

This content was produced by Adobe. It was not written by MIT Technology Review’s editorial staff.

Understanding the modern cybercrime landscape

Throughout 2025, HPE observed significant changes in how cybercriminals operate. Analyzing real-world threats, our HPE Threat Labs highlighted an industrialization of the cyber criminals’ methods in its new In the Wild Report, enabling greater scale, speed and structure in their campaigns. They typically use automation and AI to exploit longstanding vulnerabilities, and many have adopted a professional, corporate hierarchy to optimize their efficiency.

Cybersecurity threats today are as menacing as ever for enterprises, as any CISO or CIO can probably confirm. But, digging behind that straightforward statement, there is a much more nuanced, complex cybersecurity landscape at play. This can make it significantly harder to plan, execute, and sustain effective strategies and solutions to protect the network—plus the often valuable—sometimes priceless—data, apps, and assets it transports and stores.

But it can be done, with the right philosophy and strategy, and the right tools and insights.

We must first understand the contemporary cybersecurity landscape. This understanding can unlock the right strategy and then onward to identify the tools and insights necessary to protect an enterprise’s network effectively.

There are five primary factors influencing the landscape, some old, some new, all dynamic. These factors are distinct but often interdependent, both within themselves and with one or more of the others. Another meaningful way of looking at them is “internal” and “external”; as ever, understanding and dealing with what is in your control can also help to navigate and mitigate what is beyond your control.

Five key factors influencing today’s dynamic cybersecurity landscape

1. Expectations

The first factor is predicated on the fundamental reality of an enterprise’s reliance on its network. Most enterprises have already undergone some form of digital transformation and are reaping the day-to-day benefits. This means that the number of people, devices, and things using the network continues to grow; it also means that people’s expectations of the network are higher than ever before – they demand that it does exactly what they need it to do, typically across a proliferation of devices and from multiple locations. Conversely, many employees might not be fully aware of cyber threats and infiltration methods, so their skillsets can easily be the weak point that admits bad actors into the network.

Equally, senior management and board members have high expectations at a meta level. Embracing digital transformation and network reliance means the enterprise’s function and reputation are inextricably tied to that. Loss of reputation due to a security breach is a chilling prospect, as is the threat of financial penalty and revenue loss. So, in the minds of leadership, the network has to be safe from cyber threats and be compliant.

2. Financial pressures

The first factor arguably contradicts its neighbor in the landscape: general financial constraints and the pressure on CISOs and CIOs to achieve more with less. Despite the strategic reliance on the network and the expectation that it will be protected from cyber threats regardless, the appropriate latticework of defenses (e.g., skilled and right-sized IT teams using progressive tools and meaningful data insights, plus constant workforce education) is not always properly funded and sustained, particularly in the current tough economic climate.

3. Complex infrastructure operations

The ongoing pursuit of digital transformation and consequent network reliance also drives the third factor. Ironically, there is another facet of enterprise protection and financial control wrapped up in this. The widespread move from one-stop shops (avoiding IT vendor lock-in in favor of more competitive pricing and autonomy) has created a more complex, multivendor environment. This is coupled with multiple IT domains required to handle many diverse functions and layers of IT infrastructure (e.g., cloud, on-prem), all connected to the network. Complex, mission-critical IT operations now need to be monitored and protected from increasingly sophisticated cyber breaches.

4. Unpredictable geopolitics and economics

Shifting from the first three factors—all internal to an enterprise—the fourth is unquestionably external and without doubt the most intractable risk for any enterprise, individual, or industry group. Global uncertainty and tension are unavoidably putting even greater pressure on already-tight IT budgets, component supply chains and power costs. This can easily exacerbate existing constraints on cybersecurity budgets when vigilance and protection are more needed than ever. Unfortunately, in cyberspace one cannot always point a finger in one direction to identify an adversary. Geopolitical alliances in cyberspace are much more difficult to track, and defending against an escalating tension becomes an all-out fight to secure the network.

5. Evolving cyber threats

The fifth factor is obviously the epicenter of today’s cyber security landscape. According to the HPE Threat Labs’ report, governments were the most frequently targeted sector globally in 2025, followed by finance, technology, defense, and manufacturing. The prevailing global geopolitical and economic situation may further accelerate the twin motivations of nation state-linked espionage and organized crime for extortion and theft.

Use the network to protect the network… and beyond

The current cybersecurity landscape calls for a re-think of the network’s pivotal role and how it can manage an enterprise’s digital defenses effectively, dynamically, and comprehensively. Overall, the network can be an excellent security sensor and enforcement point, using built-in security capabilities rather than being a collection of devices with an inflexible, bolted-on security layer.

Much as cybercriminals use agentic and generative AI to intensify their campaigns, CISOs can stay ahead more easily by leveraging AI-driven network platforms for 24×7 automated management of security policy enforcement (e.g., zero trust), threat monitoring, and mitigation, encompassing devices, things, and users. Meaningful data insights can be harvested, analyzed, and recycled back into secure networking management tools for dynamic protection.

This approach helps the progressive enterprise to overcome increasingly sophisticated, multi-step, and prolific attacks, while better managing IT costs and simplifying oversight of IT operations. It can also significantly improve the user experience, going a long way to meet and even exceed those rising expectations consistently. 

As a strategy in today’s uncertain world, embracing this self-driving network paradigm enables flexibility, visibility, and consistency in an enterprise’s frontline digital defenses.

For more, read the “In the Wild” report.

This content was produced by HPE. It was not written by MIT Technology Review’s editorial staff.

Data readiness for agentic AI in financial services

Financial services companies have unique needs when it comes to business AI. They operate in one of the most highly regulated sectors while responding to external events that are updated by the second. As a result, the success of agentic AI in financial services depends less on the sophistication of the system and more on the quality, security, and accessibility of the data it relies on. 

“It all starts with the data,” says Steve Mayzak, global managing director of Search AI at Elastic.

Agentic AI—systems that can independently plan and take actions to complete tasks, rather than simply generate responses—holds enormous potential for financial services due to its ability to incorporate real-time data and optimize complex workflows. Gartner has found that more than half of financial services teams have already implemented or plan to implement agentic AI. 

However, introducing autonomous AI into any organization magnifies both the strengths and weaknesses of the underlying data it uses. To deploy agentic AI with speed, confidence, and control, financial services companies must first be able to search, secure, and contextualize their data at scale. “Agentic AI amplifies the weakest link in the chain: data availability and quality,” says Mayzak. “And your systems are only as good as their weakest link.”

Financial services companies, therefore, require a trusted and centralized data store that is easy to access, dependable, and can be managed at scale.

The high stakes of quality information

Regulation in the financial services sector requires a high degree of accountability for all data tools. As Mayzak says, “You can’t just stop at explaining where the data came from and what it was transformed into: ‘Here’s the data that went in, and this is what came out.’ You need an auditable and governable way to explain what information the model found and the logic of why that data was right for the next step.” That is, you need to be able to see, understand, and describe the underlying processes.

At the same time, financial services companies require speed and accuracy in order to meet customer expectations and stay ahead of competition. Markets are continually shifting, and risks and opportunities move along with them. If an AI model can parse natural language (unstructured data) from complex sources—in addition to structured data in spreadsheets that are easier to analyze—this gives users more relevant information. 

In this environment, there is no tolerance for error, including the hallucinations that plagued early AI efforts. Agentic AI systems depend on rapid access to high-quality, well-governed data that is secure and accessible. In financial services, that data spans transactions, customer interactions, risk signals, policies, and historical context. The task of preparing that data for AI should not be underestimated. “Natural language is way more messy than structured data, and that makes the process of organizing and cleaning it up that much more important and also that much harder,” says Mayzak.

The data must be well indexed and consolidated across different locations, not locked in the silos of separate systems across the organization. Otherwise, AI agents lag, provide inconsistent answers, and produce decisions that are harder to trace and explain, undermining confidence among regulators, customers, and internal stakeholders. 

As Mayzak says, “There are many different ways to describe how to execute a trade at a bank. In an agent-powered world, we need those descriptions to be deterministic—to give the same results every time. Yet we’re building on powerful but non-deterministic models. That’s incredibly tricky, but not impossible.”

For a financial services firm, managing this can be very challenging. A Forrester study found that 57% of financial organizations are still developing the necessary internal capabilities to fully leverage agentic AI. The data exists in many different formats, created over the course of a bank’s history,” says Mayzak. “Take any bank that’s been around for 50 years: They might have 60 different types of PDFs for the exact same thing. And at the same time, we want the output of these systems to be 100% accurate. In many cases, there is no ‘good enough’.” That is, companies need to do it right, and the first time.

Searching and securing results 

An effective search platform is key to solving the problem of fragmented, poorly indexed, inaccessible data. Financial services companies that can readily sift through both their structured and unstructured data, keep it secure, and apply it in the right context will get the most value from agentic AI. This often requires designing AI systems with data access and utility in mind so they can work faster and yield more accurate results, as well as reduce risk. “Search is the foundational technology that makes AI accurate and grounded in real data,” Mayzak says. “Search platforms have become the authoritative context and memory stores that will power this AI revolution.”

Once in place, these AI-enhanced searches and autonomous systems can serve financial services companies for a range of purposes. When monitoring client exposure, agentic AI can continuously scan transactions, market signals, and external data to detect emerging risks; platforms can then automatically flag or escalate issues in real time. In trade monitoring, AI agents can review trade workflows, identify discrepancies across different formats, and resolve exceptions step by step with minimal human intervention. In regulatory reporting, AI can gather data from across systems, generate required reports, and track how each output was produced. These applications of AI save time while supporting audit and compliance needs by being traceable and explainable.

Although such capabilities already exist, they are often manual, fragmented, and difficult to scale. Agentic AI allows financial organizations to move toward more automated, efficient, and scalable processes while maintaining the accuracy and transparency required in their highly regulated environment. As Mayzak says, “It’s not that different from how humans operate today, just done at a much faster pace and at scale.” 

Building an agentic AI ecosystem

Launching agentic AI can be daunting, especially if other AI ventures have stalled internally. Mayzak’s recommendation is to choose a manageable use case and allow it to grow over time. “Success can build on success,” he says. “While companies may aim to automate a 70-step business process, they are discovering that you have to start somewhere. What is working in the market is tackling the problem one step at a time. Once you get the first step working, then you can take the next step, and the next.” 

The financial services organizations that lead among their peers will be those that integrate agentic AI into a broader ecosystem that includes strong security controls, good data governance, and effective management of system performance. As Mayzak says, “Doing this well will create an AI feedback loop, where executives gain new signals from these systems to assess the effectiveness of their investments and generate reliable, actionable insights.” By iterating on pilots and continuously improving, companies will build agentic systems that can be measured, managed, and scaled. This will transform agentic AI into lasting competitive advantage.

Learn more about how Elastic supports financial services.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

Establishing AI and data sovereignty in the age of autonomous systems

When generative AI first moved from research labs into real-world business applications, enterprises made a tacit bargain: “Capability now, control later.” Feed your proprietary data into third-party AI models, and you will get powerful results. But your data passes through systems you do not own, under governance you do not set. The protections you rely on are only as durable as the provider’s next policy update.

Now, with generative AI established in everyday business operations and sophisticated new agentic AI systems advancing every day, companies are reevaluating the terms of that deal.

“Data is really a new currency; it’s the IP for many companies,” says Kevin Dallas, CEO of EDB, echoing a recurrent anxiety from customers. “The big concern is, if you’re deploying an AI-infused application with a cloud-based large language model, are you losing your IP? Are you losing your competitive position?”

That question is now fueling a movement toward reclaiming both the data and AI systems that have rapidly become part of core business infrastructure. AI and data sovereignty, which refers to breaking dependence on centralized providers and establishing genuine control over models and data estates, it is an urgent priority for many companies, says Dallas, citing internal EDB data: “70% of global executives believe they need a sovereign data and AI platform to be successful.”

The idea of AI sovereignty is becoming a global policy conversation. NVIDIA CEO Jensen Huang recently spoke about the need for such a shift at the World Economic Forum’s annual meeting at Davos in January 2026: “I really believe that every country should get involved to build AI infrastructure, build your own AI, take advantage of your fundamental natural resource—which is your language and culture—develop your AI, continue to refine it, and have your national intelligence be part of your ecosystem.”

This report explores how enterprises are pursuing sovereignty over their models and data estates in an era of rapid AI adoption. Drawing on a survey conducted by EDB of more than 2,050 senior executives and a series of interviews with industry experts, the research confirms that the sovereignty movement on the enterprise level is already well underway.

Download the report.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

Innovation abounds in device charging

The changes may be less perceptible than in smartphones, tablets, or wearables, but chargers have also been quietly reinvented over the last decade. At one time a bulky mix of tangled cables and connectors, slow to perform and prone to overheating, they’re now smaller, safer, and faster, thanks to a slew of technological advances.

These advances include a switch to gallium nitride (GaN), which has now usurped silicon as the preferred semiconductor, capable of handling higher voltages, faster switches, and more efficient conduction. Multi-port chargers, coupled with an industry-wide shift toward USB-C standardization, mean a single charger can handle multiple devices. And early smart chargers are also trickling onto the market, able to dynamically distribute power and carry out autonomous safety checks.

Combined, these have repositioned chargers as differentiated standalone devices, rather than peripheral accessories.

But, manufacturers say there is much further to go if chargers are to accommodate the demands of a connected ecosystem now made up of an estimated 20 billion devices, according to IoT Analytics.

“Charging products are undergoing a fundamental identity shift—from accessory to primary component,” says Mario Wu, general manager for North America at Anker Innovations. “This is not simply a functional upgrade; It is a repositioning of charging’s role within the broader digital lifestyle ecosystem. As charging becomes normalized, the charger is no longer an appendage to your devices—it is the infrastructure underlying every digital experience.”

Pillars of performance

If this vision for the future of charging sounds ambitious, there are concrete advancements to back it up. Newly refined semiconductors are already bolstering power and performance, building on the gains delivered by GaN with some sweeping changes to systems architecture.

To take advantage of the fast-moving technology, Anker launched GaNPrime 2.0, which combines GaN materials with higher-frequency controllers and other power devices, achieving higher power output and lower heat generation, explains Wu. For example, the addition of a multi-level buck converter converts voltage from a binary on/off pattern, to multiple, smaller steps that create smoother transitions and reduce stress on components. Combined with Anker’s proprietary control algorithm, this simultaneously achieves a more compact product design and reduced energy loss.

Changes such as this mean secondary-stage power conversion now reaches over 99.5%, says Wu, and some products can maintain 140 watts on a single port without falling below optimal levels. “In traditional setups, you might use three separate chargers—adding up to roughly 210 watts combined,” says Wu. “But Anker’s Prime 160W Charger with PowerIQ 5.0 can charge those same three devices in roughly the same time because it dynamically reallocates unused capacity instead of locking it in place.”

But if GaNPrime 2.0 represents where the architecture stands today, it’s by no means the end point. Says Wu, “The next phase of GaN development focuses on higher frequency switching: When paired with breakthroughs in materials and control technology, higher switching frequency enables lower energy loss, improved conversion efficiency, and even more compact designs.”

Other third-generation semiconductors like silicon carbide (SiC) will also have a role to play. Already deployed at scale in EV inverters and industrial power systems, Wu explains that SiC can deliver “exceptional, high-temperature stability and reliable support for high-voltage, high-power applications.” Improving circuit design using SiC to make it compact and cost-effective for smaller devices has proven a stumbling block until now, but Wu is hopeful that as manufacturing scales up, the material will become “an increasingly credible direction.”

Without constraints

Consumers also demand portability in their device charger. They want chargers without the spatial constraints of wires or surface-to-surface connection—or what’s known as imperceptible charging.

Wireless charging innovations today go part of the way, but they’re based on the principle of magnetic coupling—i.e., only when transmitter and receiver coils are aligned is energy transfer efficient and stable. That means devices must be in contact with the charging pad surface.

But research into technologies that use magnetic resonance and infrared are moving the dial. Best known for creating non-invasive imaging in health care via MRIs, magnetic resonance uses magnetic fields to allow energy transfer over greater distances by tuning transmitter and receiver coils to the same resonant frequency. Transmitters emit an oscillating magnetic field from which the receiver can extract energy even if coils are not perfectly aligned. This “significantly relaxes placement requirements for users, [but currently] the trade-off is reduced transmission efficiency,” says Wu.

Infrared wireless charging also represents a meaningful area ripe for exploration, Wu adds. This sees infrared beams deliver energy to photovoltaic receivers on devices, with transmitters installable at any location so long as there is clear line-of-sight to the device. This enables wireless power delivery across meters rather than centimetres. He explains, “The core challenge it currently faces is further increasing power levels, and related research is ongoing.”

Wu says Anker is engaged in technical exchanges with both universities and industry associations to find workarounds for these trade-offs. “Our strategy is to remain at the forefront: continuously tracking, conducting in-depth evaluations, and delivering the next generation of wireless charging technology to users the moment it matures and becomes viable.”

Levelling up intelligence

If the power, performance, and portability of chargers have made incremental gains in the last decade, though, then imbuing devices with smart capabilities is arguably more of a step change in what users might expect.

Wu defines smart charging as “the shift from passive power delivery to active, adaptive energy management.” In short, if conventional chargers supply fixed current, then smart chargers can read device signals, monitor conditions, and adjust their output accordingly to optimize speed, safety, and efficiency.

Some products on the market already hint at these possibilities.

Next-gen chargers already deliver dynamic power allocation, for example, recognizing individual device IDs to adapt the distribution of power to multiple devices simultaneously. But in 10 years’ time, the goal is to create chargers that go much further, says Wu, capable of autonomously managing energy across multiple connected devices, communicating with users, and adaptively optimizing performance.

“Smart charging will feel less like a feature and more like an invisible service—one where the system knows your devices better than you do: anticipating needs, intervening before battery degradation sets in, and managing the full energy picture across everything you own,” he summarizes.

These future charging systems will understand each device’s specific needs and deliver the right charge, at the right moment, balancing longevity with performance, without the current trade-offs. A single device will serve an entire household, Wu believes, working imperceptibly in the background to balance multiple devices without spatial restraints. And they’ll proactively engage with users, too, providing feedback and updates via personable interfaces.

That may sound highly conceptual, but it’s a far closer technological reality than you’d think, Wu insists. “The transition [to smart charging] is actively underway” and chargers will soon join the ranks of devices deemed indispensable for day-to-day life, albeit as understated as ever.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

Implementing advanced AI technologies in finance

In finance departments that have long been defined by precision and control, AI has arrived less as a neatly managed upgrade than as a quiet insurgency. Employees are already using it while leadership races to impose structure, governance, and strategy after the fact. The result is a paradox: one of the most tightly regulated functions in the enterprise is now among the most experimentally transformed.

What’s emerging is a layered shift in how work gets done. From variance commentary and fraud detection to contract review and close narrative drafting, AI is embedding itself across workflows, particularly where unstructured data once slowed down everything. Yet, as Glenn Hopper, head of AI and managing director at VAi Consulting, puts it, “the proliferation of AI happened kind of before governance and before a real plan came about.” That bottom-up adoption is forcing a recalibration at the top, where executives must now reconcile productivity gains with oversight, risk, and accountability.

Just as critical is reframing AI’s role. “AI as a means to an end, as opposed to AI being the end,” says Ranga Bodla, VP of industry and field marketing at Oracle NetSuite, underscores a growing consensus: the technology is most effective when it disappears into existing processes rather than outright replaces them. Embedded systems, seamless integrations, and tools like model context protocol (MCP) are accelerating this shift, making AI an ambient capability. Notably, ease of integration, not cost savings or new features, has become the strongest driver of adoption.

Still, the real constraint may be neither data nor technology, but people. “Talent is the actual root cause,” Hopper argues, pointing to a widening gap between domain expertise and AI fluency. Even as concerns about data security and model opacity persist, the more pressing risk may be misunderstanding the tools altogether or restricting them so tightly that employees look for workarounds beyond leadership control. “The auditability of it, I think, is critical,” Bodla notes. 

Looking ahead, the trajectory is clear but variable. AI agents capable of executing complex, multi-step tasks are beginning to materialize, while expanding context windows and interoperable systems promise deeper, more persistent intelligence. But the real transformation may be a gradual shift toward systems that bolster judgement, automate routines, and allow finance teams to spend less time reconciling the past and more time shaping what comes next. 

This webcast is produced in partnership with Oracle NetSuite.

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This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

Fostering breakthrough AI innovation through customer-back engineering

Despite years of digitization, organizations capture less than one-third of the value expected from digital investments, according to McKinsey research. That’s because most big companies begin with technological capabilities and bolt applications onto them, rather than starting with customer needs and working backward to technology solutions. Not prioritizing the customer can create fragmented solutions; disjointed customer experiences; and ultimately, failed transformations.

Organizations that achieve outsized results from AI flip the script. They adopt a “customer-back engineering” mindset, putting customers at the heart of technology transformation.

It’s a strategy in which products and services are developed with the customer experience first in mind, including the customers’ challenges, needs, and expectations. Product development teams then work backward in a nimble and agile way to find the steps necessary to design and build solutions that achieve the desired experience.

“When you get your engineers closer to customers, you get a lot more sideways innovation,” says Ashish Agrawal, managing vice president of business cards and payments tech at Capital One. “That leads to a multiplier effect, because engineers can approach a problem from a different dimension that can be unique to the sales or product perspective.”

The case for customer-centricity in engineering

Engineers are problem-solvers by nature, says Agrawal. When they hear about challenges customers are experiencing, or how they are using products and services in the real world, they can devise ways to efficiently address customer needs, since they are naturally closer to systems and data than many other teams across the company.

“Fostering a customer-centric culture has a motivational effect on engineers when they actually start seeing how the core changes they’re making, or the features they’re adding, are having a direct impact on the lives of customers,” says Agrawal.

It also takes discipline. Agrawal explains that Capital One has set a goal for every engineer in his organization to establish several touchpoints with customers throughout the year in different forms, including:

  • Digital empathy sessions to observe user journeys and identify where users hit friction
  • Embedded customer support for periods of time to deepen understanding of servicing needs
  • Engineering ride-alongs, in which engineers join customer success, sales, and support staff on calls or on-site visits
  • Hackathon competitions to build solutions around real customer problems

The AI opportunities with customer-centricity

“The biggest challenge engineers within large companies face is a lack of direct access to customers,” says Agrawal. “This can make it harder for technologists to work with customers to identify problems and innovate solutions.”

AI has accelerated the challenges as well as the opportunities. The lifecycle of launching products has become significantly faster. But the good news is that engineers are closer to the data that feeds into AI, so they can more rapidly apply AI-informed data techniques to solve customer problems.

Agrawal outlines a recent scenario: In the customer servicing space, conversations can instantly be summarized and give a customer agent context on the member’s original request and remaining action points. Agentic AI can also be enabled to ask pointed follow-up questions about the interaction that would otherwise take human agents time to read through the entire thread.

“A solution would have been a lot harder in an ecosystem without a lot of high-quality data,” says Agrawal. “But when you combine a rich data ecosystem with agentic tools, you move from incremental fixes to high-velocity transformation.”

By investing in AI data and tools and focusing on rapid experimentation, Agrawal says the cycle of deploying solutions can be accelerated. Teams learn that if they meet customer needs and iterate on a wider range of solutions much faster, then the entire innovation cycle speeds up.

For example, Capital One used customer insights to build a state-of-the-art, multi-agent AI framework called Chat Concierge to enhance the customer experience for car buyers and dealers. In a single conversation, Chat Concierge can perform tasks like comparing vehicles to help car buyers decide on the best choice and scheduling test drives or appointments with salespeople.

Agrawal explains that car buyers can engage with Chat Concierge directly through participating dealer websites. Dealers can access and can take over the chat through Navigator Platform. The AI assistant consists of multiple logical agents that work together to mimic human reasoning, allowing it to provide information and take action based on the customer’s requests.


The elements of an AI-first mindset

According to a recent MIT Technology Review Insights survey, 70% of leaders say their firm uses agentic AI to some degree. Roughly half of executives say agentic AI systems are highly capable of improving fraud detection (56%) and security (51%), reducing cost and increasing efficiency (41%), and improving the customer experience (41%).

Looking into the future, achieving these outcomes looks even more likely. More than half of the banking executives surveyed say they expect to continue to improve fraud detection (75%), security (64%), and the customer experience (51%). Agentic AI use cases that show strong potential to transform the customer experience in financial services include responding to customer services requests, adjusting bill payments to align with regular paychecks, or extracting key terms and conditions from financial agreements.

Placing the customer at the center of a transformation requires an AI-first mindset. Companies must shift from simply augmenting an existing product to fundamentally reimagining the problem and the user’s needs through the lens of AI’s capabilities.

A few best practices that Agrawal recommends include:

Reimagine the core function of AI to solve a user’s problem: “The true value isn’t in chasing the AI hype; it’s in solving meaningful customer problems. By focusing on impact, we ensure that our innovation isn’t just fast; it’s transformative,” says Agrawal.

Start with high-quality, well-governed data as the foundation: “Data readiness and unified information across systems are the non-negotiable foundations of AI. A clean data layer is what orchestrates the agentic loop— enabling the perception, reasoning, and execution required to solve a customer’s problem before they even have to ask,” explains Agrawal.

Rebuild workflows with AI embedded from the start: “People treat models as black boxes, but agentic systems require tremendous rigor and oversight. Having a data ecosystem that is well-governed and responsible AI standards are essential pillars for building trust in these systems,” says Agrawal.

Build a cross-functional team involving data science, engineering, product, design, and other partners: Agrawal advises, “It’s important to be open and nimble to transforming how we work and create impact as AI becomes more integrated into workflows. It’s also important to take a ‘crawl, walk, run approach’ if you are new to AI, as opposed to simply jumping into it.”

In the end, achieving end-to-end transformation depends on empowering engineers and partner teams to start with customer needs and work backward to technology solutions, rather than starting with technological capabilities first and finding applications for them. When organizations make a customer-back approach second nature, they are able to not only reimagine the customer experience from the inside out, but to also place the customer front and center from the very start.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

Tailoring AI solutions for health care needs

The AI market is full of big promises of grand transformation. Health care is a prime target for those promises, beset as it is by financial pressures, labor shortages, and the growing burden of caring for an aging population. AI developers are targeting functions that vary widely, from curing cancer and performing surgery to streamlining routine administrative tasks.

The opportunity is genuine, but execution can be difficult. Numerous software vendors have tried to “fix” health care challenges but failed because they misunderstood the environment. “Health care is very complex,” says Steve Bethke, vice president of the solution developer market for Mayo Clinic Platform, which supports the buildout and deployment of digital solutions for health care companies through data-based insights and expert validation. “Solution developers must have a deep focus on clinical and technical capabilities, and then align their solutions to the relevant business impacts. If they miss any dimension, the solution will not be adopted or drive value.”

AI applications for health care are proliferating rapidly. The U.S. Food and Drug Administration has approved more than 1,300 AI-enabled medical devices, mostly for interpreting diagnostic images. More than half of these were approved in the past three years, with the earliest dating as far back as 1995. Non-radiological applications carry out tasks as diverse as tracking sleep apnea, analyzing heart rhythms, and planning orthopedic surgeries.

AI applications that do not count as medical devices— for example, those that handle scheduling and administrative tasks—are more difficult to track but are also rapidly increasing. AI can help coordinate complex tasks and workflows that are often conventionally managed by whiteboards and sticky notes. Such functions may well outstrip clinical uses in their impact on health systems. A recent survey of technology leaders found that 72% said their top priority for AI was reducing caregiver burden and improving caregiver satisfaction, while over half (53%) cited workflow efficiency and productivity.

Any health care-related application can potentially impact patient care, whether directly or indirectly, and AI apps that are poorly designed or inadequately trained and validated can put patients at risk. Providers recognize that risk: In the same survey, 77% said immature AI tools are a significant barrier to adoption. Regulators and lawmakers are also keeping an eye on the risks as development and adoption burgeon, though the U.S. regulatory picture is still in flux, as a 2024 report to Congress on AI in health care observes.

To tackle some of the technical challenges, many health care providers are partnering with application developers to build AI solutions. In a recent study, McKinsey found that 61% of health care organizations intend to pursue partnerships with third-party vendors to develop customized generative AI solutions as a primary strategy as opposed to building them in-house or buying off-the-shelf products.

But health care-specific AI applications must also be tailored to the nuanced clinical needs of medical providers as well as the complex business and regulatory considerations of the wider sector. This is where developers can benefit from working with a partner with a deep understanding of the health care environment to tailor applications to what providers want and need most. Doing so helps to position AI products for maximum impact and value, avoiding the pitfalls unique to the health care environment.

Download the report.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

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