Customers Bank Announces Strategic Collaboration With OpenAI to Redefine Commercial Banking Operating Model and Build AI-Enabled Regional Bank

WEST READING, Pennsylvania — April 27, 2026

Executive Summary

Customers Bank, a subsidiary of Customers Bancorp, Inc., has announced a multiyear strategic collaboration with OpenAI to deploy artificial intelligence (AI) across its commercial banking operations. The initiative is designed to support a transformation of the Bank’s operating model, with the stated objective of becoming one of the first AI-enabled regional banks in the United States. The collaboration builds on an existing relationship that began in 2023, when Customers Bank adopted ChatGPT Enterprise, and now expands into a broader engagement involving advanced AI models, engineering expertise, and co-development of enterprise-scale capabilities.

Announcement Overview

Customers Bank has entered into a strategic collaboration agreement with OpenAI aimed at integrating artificial intelligence into core banking workflows, including lending, deposits, and payments operations. The initiative reflects a structured approach to deploying AI across the Bank’s operational framework, with a focus on workflow orchestration, process automation, and client service enhancement.

The collaboration is positioned as a defining step in the Bank’s broader transformation efforts. It introduces a model in which AI is embedded into operational processes while maintaining strict data governance, regulatory transparency, and enterprise-grade infrastructure controls. According to the announcement, the deployment is already in production and advancing, with further development planned across key domains central to commercial banking performance.

Key Announcement Details

Institutional Announcement Framework

• Announcement Type: Strategic collaboration and multiyear partnership between Customers Bank and OpenAI
• Announcement Date: April 27, 2026
• Announcement Location: West Reading, Pennsylvania
• Announcing Institution: Customers Bank, subsidiary of Customers Bancorp, Inc. (NYSE: CUBI)
• Collaborating Organization: OpenAI
• Strategic Purpose: Redefine the commercial banking operating model through enterprise-scale artificial intelligence deployment
• Primary Objective: Build one of the first AI-enabled regional banks in the United States
• Engagement Duration: Multiyear collaboration
• Relationship Origin: Expansion of engagement initiated in 2023 with adoption of ChatGPT Enterprise
• Strategic Milestone: Identified as a defining moment in the Bank’s transformation
• Operational Scope: Deployment of artificial intelligence across commercial banking operations
• Transformation Theme: Transition toward an AI-enabled and AI-native banking model

Organizational Readiness and Adoption

• Current AI Adoption Level: Approximately 75% of team members using tools powered by OpenAI
• Operational Preparation: Prior year dedicated to building operational and governance infrastructure for AI deployment
• Deployment Readiness: Infrastructure established to support AI deployment at scale
• Transformation Scope: Fundamental re-engineering of how the Bank operates
• Workforce Objective: Shift banker time toward activities that create value for clients and shareholders
• Time Horizon: By the end of 2026, increased allocation of banker time to value-generating work
• Strategic Positioning Statement: Aim to be leader in AI adoption among regional banks

Collaboration Model and Delivery Approach

• Engagement Structure: Direct onsite engagement with OpenAI’s technical teams and resources
• Development Model: Co-creation of a strategic AI roadmap
• Technology Base: Utilization of OpenAI’s advanced and frontier AI models
• Engineering Support: Access to OpenAI engineering expertise
• Deployment Strategy: Custom AI capabilities developed on Customers Bank’s processes, data, and institutional knowledge
• Solution Design: Not reliant on off-the-shelf AI tools
• Integration Depth: Embedded within institutional workflows and operational systems
• Scalability Objective: Enable scalable deployment of AI across banking functions

Infrastructure, Governance, and Risk Controls

• Deployment Environment: Customers Bank secure, enterprise-grade infrastructure
• Data Governance: Strict data governance embedded as a foundational principle
• Regulatory Transparency: AI deployment designed with regulatory transparency at its core
• Access Controls: Defined and controlled access to AI systems and data
• Risk Management: Risk management frameworks integrated from initial deployment stage
• Security Alignment: Systems designed to meet enterprise-level banking security requirements
• Compliance Orientation: AI capabilities aligned with regulatory and compliance obligations

Customer Relationship Model

• Service Model: Single point of contact approach retained
• Customer Interaction Philosophy: Customer relationships remain fully human-led
• AI Role: Supports backend operations while preserving human engagement
• Operational Benefit: Enables bankers to dedicate more time to relationship-building and advisory functions
• Client Experience Focus: Maintain personalized service delivery alongside technology integration

AI Deployment Status and Execution Phase

• Deployment Status: AI deployment already in production
• Execution Progress: Advancing rapidly across operational areas
• Next Phase Focus: Expansion into end-to-end workflow orchestration
• Operational Domains: Lending, deposits, and payments identified as primary focus areas
• Implementation Approach: Continuous advancement across defined domains

Core Domain 1: Lending Transformation

Workflow Automation Scope

• Document Collection: Automated collection and organization of lending documentation
• Credit Memoranda Preparation: AI-assisted creation and structuring of credit memoranda
• Legal Documentation: Generation and management of loan-related legal documents
• Post-Closing Portfolio Monitoring: Ongoing monitoring of loan portfolios after closing
• Collateral Monitoring: Tracking and analysis of collateral positions

Operational Impact

• Administrative Efficiency: Reduction in manual documentation and processing tasks
• Banker Role Optimization: Increased focus on structuring deals and client servicing
• Process Streamlining: Enhanced efficiency across lending lifecycle stages
• Decision Support Function: AI supports preparation and workflow execution

Core Domain 2: Deposits and Onboarding

Process Enhancements

• Digital Onboarding: Streamlined onboarding processes for new clients
• Account Setup: Faster and standardized account creation workflows
• Process Consistency: Uniform onboarding experience across operations

Client Experience Outcomes

• Speed Enhancement: Accelerated onboarding timelines
• Consistency Improvement: More consistent experience for customers and bankers
• Operational Simplification: Reduced complexity in onboarding workflows

Core Domain 3: Payments and Platform Integration

cubiX Platform Integration

• Platform Name: cubiX proprietary payments platform
• Transaction Volume: Approximately $2 trillion in payments processed
• AI Integration Scope: Enhancement of platform capabilities through AI

Functional Capabilities

• Agent-Ready APIs: Development of APIs designed for automated and agent-based interactions
• Risk Monitoring: AI-driven risk detection and management
• Compliance Tooling: Integration of AI-enabled compliance monitoring systems
• Payments Acceleration: Improvement in payments processing capabilities

Strategic Positioning and Industry Role

• Market Position Objective: Establish leadership in AI adoption among regional banks
• Operational Vision: Transition toward AI-native banking framework
• Transformation Strategy: Integration of AI across core banking operations
• Value Creation Focus: Enhance efficiency and client service delivery
• Innovation Direction: Adoption of advanced AI models for operational transformation

Institutional Profile: Customers Bancorp, Inc.

• Corporate Structure: Bank holding company listed on NYSE under ticker CUBI
• Asset Size: Nearly $26 billion in assets
• Industry Position: Among the 80 largest bank holding companies in the United States
• Performance Classification: Recognized as one of the nation’s top-performing banking companies

Customers Bank Operating Model

• Service Approach: Technology-enabled and customer-centric banking model
• Client Segments: Commercial and consumer clients
• Engagement Model: Single point of contact for customer relationships
• Product Delivery: Tailored product experiences supported by technology

Product and Service Portfolio

Core Lending Segments

• Commercial and Industrial Lending: Financing for business operations
• Commercial Real Estate Lending: Property financing solutions
• Residential Lending: Home financing products
• Personal Lending: Consumer lending offerings

National Corporate Banking Services

• Fund Finance: Financial solutions for investment funds
• Venture Banking: Banking services for venture-backed companies
• Healthcare Finance: Sector-focused financing solutions
• Mortgage Finance: Housing and mortgage-related financial services
• Equipment Finance: Financing solutions for equipment acquisition

Performance Recognition and Awards

• American Banker Recognition: Named Top 10 Performing Bank for five consecutive years from 2021 through 2025
• Top Ranking Achievement: Ranked number 1 among midsize banks in 2024 for institutions with $10 billion to $50 billion in assets
• Forbes Ranking: Positioned at number 45 among the 100 largest publicly traded banks in the 2026 Forbes Best Banks list
• Customer Satisfaction Score: Net Promoter Score of 81
• Industry Benchmark: Industry average Net Promoter Score of 41

Regulatory and Institutional Standing

• Federal Reserve Membership: Member of the Federal Reserve System
• Deposit Insurance: Deposits insured by the Federal Deposit Insurance Corporation
• Lending Policy: Equal opportunity lender
• Regulatory Compliance: Operates within U.S. banking regulatory framework

OpenAI Collaboration Foundations

• AI Provider Role: OpenAI provides advanced AI models and technical expertise
• Collaboration Nature: Joint development and co-creation of AI capabilities
• Technology Integration: Embedding AI into operational systems and workflows
• Engineering Collaboration: Direct involvement of OpenAI technical teams
• Innovation Framework: Development of AI-driven banking infrastructure

Strategic Collaboration Impact Outlook

• Operational Transformation: Re-engineering of core banking processes
• Efficiency Gains: Reduction in manual and process-heavy tasks
• Workforce Optimization: Increased focus on high-value activities
• Technology Advancement: Integration of advanced AI into banking systems
• Scalability Potential: Enable expansion of AI capabilities across operations

Strategic Collaboration Framework and Objectives

The collaboration between Customers Bank and OpenAI is structured as a multiyear engagement that combines technical integration, operational transformation, and institutional capability development. The Bank has indicated that this initiative is designed to support long-term strategic objectives, including enhancing operational efficiency and enabling employees to focus on higher-value activities.

A central objective outlined in the announcement is the reallocation of banker time toward activities that generate value for clients and shareholders. By integrating AI into routine and process-intensive tasks, the Bank expects to create a model where human expertise is concentrated on relationship management, deal structuring, and client advisory functions.

The Bank has also stated that this collaboration positions it to lead AI adoption among regional banks, with a target that by the end of 2026, its workforce will increasingly engage in value-driven activities supported by AI-enabled processes.

Leadership Statement and Organizational Perspective

Sam Sidhu, President and Chief Executive Officer of Customers Bancorp, provided detailed commentary on the initiative, outlining both the operational groundwork and the strategic intent behind the collaboration:

“We expect a fundamental re-engineering of how Customers Bank operates. We have spent the last year building the operational and governance infrastructure to deploy AI at scale. Today, 75% of our team members use tools powered by OpenAI. This strategic collaboration with OpenAI gives us the frontier models, engineering expertise, and ability to co-create a roadmap toward becoming an AI-native bank. This strategic engagement positions us to be the leader in AI adoption among regional banks. By the end of 2026, our bankers will spend more of their time on the work that creates value for clients and our shareholders.”

This statement highlights the organizational readiness, including infrastructure development and workforce adoption levels, as well as the forward-looking operational transformation associated with the collaboration.

A Strategic Engagement Built on Advanced AI Capabilities

The collaboration is described as involving direct onsite engagement with OpenAI’s technical teams, distinguishing it from standard software adoption models. Customers Bank will work with OpenAI to develop custom AI capabilities tailored to its internal processes, data architecture, and institutional knowledge base.

Rather than deploying generic or off-the-shelf solutions, the initiative focuses on co-creation of AI-driven systems aligned with the Bank’s operational requirements. This approach allows for customization across workflows and ensures that AI integration is context-specific and aligned with existing banking operations.

The Bank has emphasized that all AI capabilities will be deployed within its secure, enterprise-grade infrastructure, incorporating:

• Strict data governance frameworks
• Controlled access protocols
• Risk management systems integrated from initial deployment stages

Additionally, the collaboration maintains a focus on preserving the Bank’s single point of contact model, ensuring that customer relationships remain human-centered, even as AI is integrated into backend and operational processes.

AI Deployment Scope Across Core Commercial Banking Domains

The announcement specifies that AI deployment is already active and expanding across three primary domains that define commercial banking performance. These domains represent areas where the Bank has identified the most significant opportunities for process enhancement and operational efficiency.

Lending Operations Transformation

In lending, AI is being applied to process-intensive and documentation-heavy workflows, including:

• Document collection and organization
• Preparation of credit memoranda
• Generation and management of legal documentation
• Post-closing portfolio monitoring
• Collateral tracking and analysis

The implementation is intended to reduce manual workload associated with administrative and compliance-driven tasks. By automating these processes, the Bank aims to enable bankers to focus on deal structuring, risk assessment, and client engagement, which are central to lending operations.

Deposits and Client Onboarding Enhancement

Within deposit operations, AI is being used to streamline digital onboarding processes and account setup workflows. The focus is on improving both speed and consistency in client onboarding experiences.

Key areas of application include:

• Automated onboarding workflows
• Standardized account setup processes
• Enhanced user experience for clients and bankers

The deployment aims to create a more efficient onboarding environment while maintaining compliance and operational standards required for account opening and management.

Payments Infrastructure and cubiX Platform Integration

In the payments domain, AI is being integrated into the Bank’s proprietary platform, cubiX, which processes approximately $2 trillion in payments. The collaboration focuses on enhancing the platform’s capabilities through:

• Development of agent-ready APIs
• AI-driven risk management tools
• Compliance monitoring systems

The integration is designed to support scalability and improve operational performance within payments processing, while maintaining oversight and regulatory compliance.

Technology Integration and Operational Deployment

Customers Bank has indicated that AI deployment is already in production, signaling that the initiative is not limited to pilot programs or experimental phases. Instead, it represents an active integration of AI technologies into core operational workflows.

The deployment strategy includes:

• End-to-end workflow orchestration across banking functions
• Integration with existing systems and data structures
• Scalable architecture designed for long-term expansion

The collaboration leverages OpenAI’s advanced models to support these integrations, enabling the Bank to implement AI capabilities across multiple layers of its operational environment.

About Customers Bancorp and Customers Bank

Customers Bancorp, Inc. is recognized as one of the top-performing banking companies in the United States, with approximately $26 billion in assets. It ranks among the 80 largest bank holding companies in the country.

Customers Bank operates as the primary banking subsidiary, offering a comprehensive range of commercial and consumer banking services. Its product portfolio includes:

• Commercial and industrial (C&I) lending
• Commercial real estate financing
• Residential and personal lending

In addition to traditional banking services, the Bank provides specialized offerings in areas such as:

• Fund finance
• Venture banking
• Healthcare financing
• Mortgage finance
• Equipment finance

The Bank’s service model is distinguished by a Single Point of Contact approach, which emphasizes personalized customer engagement supported by technology-enabled product delivery.

Performance Recognition and Industry Positioning

Customers Bancorp has received multiple recognitions reflecting its operational performance and customer service standards. These include:

• Being named a Top 10 Performing Bank by American Banker for five consecutive years (2021–2025)
• Achieving the #1 position in 2024 among midsize banks with assets between $10 billion and $50 billion
• Ranking No. 45 among the 100 largest publicly traded banks in the 2026 Forbes Best Banks list

The Bank also reports a Net Promoter Score (NPS) of 81, compared to an industry average of 41, indicating a high level of customer satisfaction relative to peers.

Regulatory Framework and Institutional Standing

Customers Bank operates as a member of the Federal Reserve System, with deposits insured by the Federal Deposit Insurance Corporation (FDIC). The institution is also identified as an equal opportunity lender, reflecting its compliance with regulatory and lending standards.

These regulatory affiliations establish the Bank’s position within the U.S. financial system and provide the framework within which its operations, including AI deployment initiatives, are conducted.

Media Contact

For additional information, visit customersbank.com.

Source Attribution

Source: Company announcement