KBC Bank: transforming to an AI-powered digital platform

Bjorn Cumps and Stijn Viaene

Chapter 9 in Research Handbook on FinTech, 2026, pp 174-188 from Edward Elgar Publishing

Abstract: This chapter examines the digital transformation journey of KBC Bank, a leading European financial institution, as it evolves into an AI-powered digital platform. It first contextualizes KBC's transformation within the broader fintech ecosystem, analyzing the interplay between incumbent banks, bigtechs, and fintech startups, and introducing a partnership framework to map these dynamics. The chapter details KBC's multi-stage transformation, highlighting strategic investments in digital capabilities, agile delivery, and data-driven innovation. Special focus is given to the integration of artificial intelligence, exemplified by “Kate,” KBC's digital assistant, which became central to customer engagement and operational processes. The narrative demonstrates how KBC leveraged open banking, ecosystem partnerships, and internal capability-building to move beyond compliance and drive proactive innovation. Through in-depth case analysis, the chapter provides a blueprint for incumbent banks seeking digital transformation in a rapidly evolving financial landscape.

Keywords: Digital transformation; Artificial Intelligence; Open banking; Ecosystem partnerships; Fintech; Platform strategy (search for similar items in EconPapers)
Date: 2026
ISBN: 9781035321414
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