And Why Digital Transformation Is No Longer About Technology, but About Mindset
Ovidiu Moldovan, Chief Technology Officer, Planet Group International:
Digital transformation is a continuous process, not a project.
Digital transformation is no longer an optional initiative for banks. It has become a continuous process that directly influences operational efficiency, customer experience and the ability to comply with increasingly complex regulatory requirements.
In an interview for BankingNews, Ovidiu Moldovan, Chief Technology Officer at Planet Group International, discusses the main challenges of digital transformation in banking, the real role of artificial intelligence, the differences between mature and emerging markets, and how technology can become an ally of security and compliance rather than an additional risk.
According to him, the real bottlenecks of digital transformation are not technological, but organizational — related to internal alignment and the ability of banks to balance innovation with the strict rules of the industry.
The limits will not be imposed by technology, but by how fast and how responsibly organizations are able to adapt.
BankingNews: What are the biggest challenges in banking digital transformation based on PGI’s experience?
From our experience, the biggest challenges are not always technical. They are closely linked to organizational alignment and the complexity of existing IT ecosystems.
There are three main directions we have consistently encountered over time:
Legacy content and document migration – Many banks manage content created over long periods of time, often stored in applications developed 10–20 years ago or inherited through various mergers and acquisitions. Consolidating this content while considering the capabilities of current systems is complex, especially when operational continuity must not be affected.
Information governance and regulatory compliance – Digital transformation requires strict data control, traceability and compliance with regulations such as DORA, GDPR and AML. In practice, this means balancing automation with audit requirements, security and cost control.
Internal adoption and mindset change – Technology is only one part of the solution. Success depends on how internal teams adopt new workflows, how roles are repositioned and how change management is conducted across the organization.
BankingNews: Why is digital transformation essential for banks’ competitiveness and financial performance in 2025?
We see three main reasons:
Measurable operational efficiency – Process automation, such as loan origination, document management or KYC, significantly reduces processing times and administrative costs.
A unified and personalized digital customer experience – In 2025, differentiation no longer comes from products alone, but from how banks interact with customers: quickly, transparently and in a personalized way.
Agility combined with compliance – A digitally enabled bank can respond faster to regulatory requirements, market changes and customer expectations without compromising security or internal control.
BankingNews: What are the key global trends and how should banks approach them to maximize business impact?
Global trends clearly point toward the intelligent bank — one that combines automation, AI and advanced data analytics in a responsible manner.
Artificial Intelligence that is contextual and explainable – The focus is shifting from promises to concrete results. Banks are looking for AI that optimizes real decisions, such as automated validation of credit documents, transaction anomaly detection or non-financial risk analysis.
Customer experience personalization – Beyond chatbots, personalization now means delivering the right products at the right moment, based on correlated data from internal and external systems.
Platform-based models and open integration (Open Banking) – Banking ecosystems are evolving toward open models built on collaboration and fintech integrations.
The right approach is a balanced one: fast experimentation through pilot projects, clear identification of business value and sustainable, scalable implementation.
BankingNews: What is the role of AI in banking and what benefits does it bring to customers?
Artificial intelligence helps banks transform large volumes of data into faster, better-adapted decisions for each customer.
For consumers, this translates into simpler processes, faster responses and more secure services. Ultimately, AI contributes to a clearer and more predictable relationship between banks and their customers.
BankingNews: Which internal processes deliver the fastest results when AI is implemented?
The fastest results appear in repetitive activities with high document volumes and well-defined rules.
Beyond well-known processes such as onboarding or transaction monitoring, AI is increasingly used in less visible but highly time-consuming areas, such as preparing guarantee letters or renewing insurance policies.
BankingNews: How do the digitalization needs of Romanian banks differ from those in other markets where PGI operates?
In Romania, digital transformation is still primarily focused on modernizing existing systems and improving core operational efficiency.
In more digitally mature markets, the focus shifts toward integrating all channels and creating complete end-to-end digital experiences. In emerging markets, digitalization often starts with transforming paper documents into electronic content.
The key lesson is that digital transformation is not a project with a fixed deadline, but a continuous process of adaptation.
BankingNews: How can innovation coexist with strict compliance and regulation in banking?
In banking, innovation cannot exist outside regulatory frameworks. AI must be built on solid foundations, with clear rules, transparency and explainability.
When implemented gradually and in a controlled manner, technology can become an ally of compliance.
BankingNews: How can AI help address deepfakes and digital fraud?
Digital fraud is becoming increasingly sophisticated. AI plays a dual role and is the most effective defense mechanism.
Modern AI models can identify suspicious behavior, impersonation attempts and data inconsistencies before damage occurs.
BankingNews: How can cloud technology act as a catalyst for banking transformation?
Cloud technology provides flexibility, enables faster deployment of AI technologies and simplifies internal processes.
For customers, this means more stable, faster and more secure services.
BankingNews: How do you see the evolution of AI in banking over the next five years?
AI will gradually move from a support role to controlled automation of important processes, with efficiency and customer experience at the core.
The limits will not be imposed by technology, but by how fast and how responsibly organizations adapt.