“According to Backbase, the transaction is part of its plan to build what it calls the Unified Frontline, ‘one operating model where customers, employees, and AI agents operate as one with shared context, governed authority, and the same source of customer truth.’” Read more >>
From Bot to Coach: How AI Is Redefining Banking Customer Relationships
“The banking app is finishing its transition from a digital teller to a financial coach, and the customers who adopt that coach will increasingly judge their bank by the quality of its guidance, not just the speed of its transactions. The opportunity is to become the trusted financial relationship in a customer’s life rather than…
Citi CEO says 2 AI races are shaping future of banking
“‘There are two races in AI at the moment,’ she said. ‘One is to apply AI to the business models, which we all have to do as that will help drive revenue growth.’…The second race was a defensive one to fortify the financial ecosystem against sophisticated threats. ‘These AI models are very powerful, and our…
How gen AI agents threaten retail banks’ customer relationships
“Bank customers’ behavior is shifting from just searching the internet for financial information to asking gen AI for more definitive information about what to do with their money.2 Banks should consider building on classic SEO by developing robust generative engine optimization (GEO) capabilities. Unlike SEO—which focuses on driving traffic—GEO is designed to ensure inclusion and correct…
The central bank of central banks just released its flagship annual report — and it sees a $1 trillion AI investment boom headed for a reckoning
“The canal mania of the 1830s. The British railway bubble of the 1840s. The dot-com crash of 2000. Each began with a genuine technological breakthrough that attracted more capital than commercial returns could ultimately justify. Each ended in a recession… What makes an AI bust particularly dangerous, the BIS argues, isn’t just the scale of…