AI in Financial Services Podcast Balancing Personalization and Trust in AI-Driven Customer Experience - with Kyle Hathorn of FNBO
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Dec 1, 2025 
Kyle Hathorn, Director of Customer Experience and Strategy at FNBO, shares insights on leveraging AI to enhance customer journeys in financial services. He discusses the rising customer expectations amid economic pressures and the importance of holistic, personalized experiences. Kyle emphasizes the need for balancing AI with human connection to build trust, addressing skepticism around data usage. He also outlines key metrics for assessing customer engagement and advocates for strong data practices to ensure seamless service across platforms.
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Economic Pressure Raises Expectation Bar
- Customers now have less disposable income and higher expectations after recent economic shifts.
- Delivering on promises consistently matters more than ever for retaining spending.
Pandemic Tech Gains Created Fragmented Journeys
- Pandemic-era digital acceleration forced quick tech adoption, often yielding fragmented experiences.
- Firms now must create holistic journeys rather than stitched-together digital patches.
Prioritize Trust When Deploying AI
- Meet customers where they are; don't assume universal comfort with AI.
- Avoid rushing customer-facing AI that undermines trust or causes data breaches.