1006. Insights: AI in banking - What it really means for the customer
Fintech Insider Podcast by 11:FS
Why Hype Outpaces Customer-Facing AI
David asks why customer-facing AI lags; Vivek explains testing, risk surface and off‑channel adoption.
About this episode:
AI is everywhere-your newsfeed, your boardroom, your LinkedIn inbox. But when it comes to real, customer-facing use cases in finance… there’s not much to see. Why isn’t AI transforming the customer experience yet? What’s working behind the scenes, and what’s just hype?
On this episode we’re cutting through the hype. From smart chatbots and virtual agents to automated KYC, compliance, and document checks, AI is making an impact but mostly behind the curtain. It’s saving time, reducing errors, and sometimes even beating humans at speed. The real challenge? Turning that quiet efficiency into a transformative customer experience.
David Barton Grimley is joined by three experts who live and breathe AI in financial services to unpack what’s real, what’s next, and how we move from quiet automation to game-changing customer impact.
This week's guests:
- Oscar Barlow - Head of AI Advocacy at Starling
- Vivek Madlani - Co-founder and CEO of Multiply Ai
- Rosie Lee, Senior UX Researcher & Customer Strategist at 11:FS
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About 11:FS
At 11:FS, we don’t just talk digital - we make it happen. We're building truly digital financial services by partnering with bold teams to take them from market insights to real-world products. Whether you're an incumbent innovating or a startup breaking new ground, we bring the strategy, research, design, and delivery to make it real. Less talk, more impact.Proud winners of the British Bank Award for Consultancy of the Year - five times and counting. 👉 Learn more at 11fs.com/ventures
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About Fintech Insider:
Fintech Insider by 11:FS is a bi-weekly podcast that covers everything from finance and banking to technology and the latest trends in financial services.
Our expert hosts, with hands-on industry experience, are joined by key decision-makers, VCs, and top reporters from across the financial landscape, including guests from companies like Stripe, Revolut, Plaid, PayPal, and Monzo. Together, they break down the biggest news and innovations shaping the space.
Our weekly news show drops every Monday, covering major stories like mergers, new product launches, regulatory shifts, and emerging tech trends. On Thursdays, our Insights show goes deeper into the hottest topics driving the future of finance, including AI in banking, decentralised finance, and the evolving landscape of embedded finance.
Whether you're already in the fintech game or just starting to explore, this is the #1 podcast for you.
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