Banking with the human touch: a conversation with Arbuthnot Latham’s Dan Dagg

Episode 40 of Banking Reinvented examines the importance of the human touch in banking — and how financial institutions can complement it with cutting-edge technology.

In this episode, host Tim Rutten is joined once again by Backbase Founder & CEO, Jouk Pleiter, as well as Dan Dagg, Chief Operating Officer at Arbuthnot Latham. Together, they discuss supercharging relationship managers with AI and other tech solutions, harnessing data to enable omnichannel customer experiences, and reinventing operating models to improve customer-centricity.

Tune in to hear their takes on the future of financial services — and how a platform model can help tie everything together.

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Timestamps

(00:00) – Welcome to the ‘Banking Reinvented’ podcast

(00:32) – Introduction to Dan Dagg and Arbuthnot Latham

(01:20) – Client expectations with digital experiences

(04:31) – Combining digital and human-centric experiences

(07:35) – Supercharging relationship managers with AI/technology

(11:58) – Adjusting banking strategy for different generations

(13:58) – Ideal operating models for the future

(23:49) – Change management for relationship managers

(29:21) – Key takeaways

(33:45) – Episode wrap-up