Banking Transformed with Jim Marous cover image

Banking Transformed with Jim Marous

The Great Banking Reset: Merging High-Tech with High-Touch

Jan 21, 2025
Michael Abbott, Senior Managing Director and Global Banking Lead at Accenture, discusses the looming transformation in banking as we near 2030. He highlights the paradox of digital efficiency leading to less personal connection and how AI can bridge this gap. The conversation dives into community banking’s role and the importance of tailored customer experiences. Abbott emphasizes the need for banks to innovate culturally and technologically, envisioning a future where personalized service enhances customer loyalty amidst a tech-driven landscape.
39:02

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Quick takeaways

  • The integration of artificial intelligence is crucial for banks to combine digital efficiency with the personalized engagement that customers crave.
  • A culture of curiosity and risk-taking within banks is essential for fostering innovation and successfully adapting to the competitive landscape.

Deep dives

The Shift Towards Personalized Banking

The banking industry is undergoing a notable transformation as it approaches 2030, particularly regarding the importance of personal connections in financial services. As digital banking has become the norm, there's an increased focus on restoring the human touch that has diminished in recent years. Technologies like artificial intelligence are expected to bridge this gap by creating more personalized and empathetic customer engagements. Success will hinge on banks' ability to move beyond generic digital journeys, striving for interactions that feel as intimate and natural as texting a friend.

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