NatWest report highlights AI efficiency gains and the importance of trust for UK businesses

A new AI Adoption Report from NatWest reveals that businesses across the United Kingdom, particularly in the East Midlands, London, and the South East, are seeing significant productivity gains from artificial intelligence. In the East Midlands, 87% of businesses using AI reported increased efficiency, while 75% noted improved employee experience and innovation. In London, 83% of AI-using businesses reported efficiency gains, and 81% reported stronger innovation.

Despite these benefits, the report emphasizes that long-term growth depends on maintaining customer trust. While AI is widely used, only 6% of national business users have reached a stage where the technology fundamentally transforms their organizational operations.

Research indicates that consumers prioritize human oversight and transparency. Among NatWest retail customers, 81% stated that access to a real person when needed is a critical trust factor, and 77% emphasized the importance of reliability and transparency regarding how data is handled. To support this transition, NatWest plans to deliver 5,000 AI learning and adoption engagements through the NatWest Accelerator over the next year.