2025 Consumer Digital Index

Being digitally literate can significantly impact financial wellbeing by enhancing control over personal finances, increasing savings, reducing stress, improving financial decisions and building financial resilience.

• Enhanced control: Individuals who are digitally literate and confident online are more likely to feel in control of their finances. They can access advice and resources online and use digital tools such as auto-savings, round-ups and credit score monitoring to manage their money, set financial goals and prepare for the future. This confidence translates into better financial planning and resilience.
• Increased savings: The Consumer Digital Index report shows that those with high digital capability are able to save more money annually compared to those with low digital capability, primarily through being able to access better deals and discounts online for purchases and financial products. 
• Reduced financial stress: People who are comfortable using digital tools to help with managing their finances are less likely to lose sleep over money worries and feel more on-track to meet their future financial needs.
• Better financial decisions and improved resilience: Digital tools provide users with insights and advice that can help them make informed financial decisions around things such as budgeting, spending and investing. This turn leads to improved financial resilience, with those who are digitally confident better prepared to withstand financial shocks and more likely to keep track of their long-term investments and retirement savings, which supports long-term financial stability.

We're leveraging AI in several innovative ways to help customers manage their money more effectively. Here are some of our key initiatives:

• AI-powered financial insights and tools: We've integrated AI into various financial tools on our apps to provide personalised financial insights and support for customers. Tools that analyse transaction data and spending patterns can provide real-time, personalised insights – helping customers understand where their money goes. They can then use tools for things like savings goal planning, budgeting advice, financial education and product comparison to save money.
• AI models in production: In 2025 we have more than 800 AI models in production, including Athena – an AI-powered knowledge hub designed to support our customer-facing colleagues, and GenAI tools that enable faster credit risk reporting and fraud prevention.
• Responsible AI framework: We follow a strong responsible AI framework with seven AI ethics principles. Every AI system undergoes rigorous testing for fairness, transparency and bias, with human oversight built in to ensure that innovation builds trust as well as value.
• AI for financial resilience: AI tools are also being used by our customers to keep track of their long-term investments and retirement savings. This supports long-term financial stability and helps individuals withstand financial shocks, building overall financial resilience.
• AI literacy and education: We're investing in AI literacy through partnerships with universities and fintechs, as well as internal training programmes. This includes initiatives like AI literacy bootcamps and partnerships with creators of financial large language models (LLMs).

Find out more about AI at Lloyds Banking Group

Yes, the Consumer Digital Index report shows that on average, £815 more is saved every year by customers with higher digital and financial capability vs. the lower segments. 

These people are likely to be utilising digital tools to help manage their finances more efficiently by providing personalised spending insights, flagging unused subscriptions, and highlighting cost-saving opportunities. 

Our own banking apps feature a spending insights tool which categorises transactions – helping customers to see exactly what they're spending their money on, enables tailored financial advice and sends alerts for unusual transactions – all of which can help to save money in the long-run.

The Consumer Digital Index report recommends improving digital engagement by offering tailored support such as accessible formats, flexible learning options and targeted outreach, while also addressing structural barriers and building confidence through user-friendly digital experiences.

To support digital and financial inclusion, we run initiatives like the Lloyds Bank Academy, collaborate with charities, and lead the Digital Inclusion Initiative, all of which provide digital skills training, access to devices and data, and support for vulnerable groups who may not otherwise be able to access the financial and other benefits that being online can offer.