Leadership in digital transformation: Enhancing customer value through AI-driven innovation in financial services marketing

Shah, Tanmaykumar Vithaldas (2025) Leadership in digital transformation: Enhancing customer value through AI-driven innovation in financial services marketing. International Journal of Science and Research Archive, 15 (3). pp. 618-627. ISSN 2582-8185

In recent years, the adoption of Artificial Intelligence (AI) across organizational domains has accelerated considerably, bringing notable shifts in leadership dynamics. Advanced AI capabilities including machine learning, natural language understanding, and predictive analytics are now being leveraged to support strategic decision-making, enhance operational efficiency, and catalyze innovation. As enterprises undergo this digital evolution, leadership roles are being redefined to capitalize on the transformative possibilities of AI-driven technologies. This study explores the convergence of leadership and AI, analyzing how emerging technologies can strengthen executive decision-making, refine long-term planning, and facilitate large-scale organizational transformation. It also investigates the range of AI platforms and tools accessible to leaders, assessing their practical applications and potential to deliver value across diverse business contexts. In the era of rapid digital evolution, leadership plays a pivotal role in steering financial institutions through transformative change. This paper explores how visionary leadership, combined with Artificial Intelligence (AI)-driven innovation, is redefining customer value in financial services marketing. By leveraging machine learning, predictive analytics, and real-time data processing, leaders are orchestrating a shift from traditional marketing models to hyper-personalized, customer-centric strategies. The study examines how strategic leadership fosters AI integration across customer engagement, promotional design, and data-driven decision-making, enabling enhanced customer loyalty, revenue growth, and brand differentiation. Additionally, it investigates the ethical and operational challenges of AI adoption highlighting the need for responsible leadership to champion transparency, fairness, and regulatory alignment. The paper offers a comprehensive framework for banking leaders to drive digital transformation that aligns technological capabilities with sustainable and customer-focused growth.