Accenture AI Leaders Podcast AI Leaders Podcast #67: Customer Experience: How AI is Transforming Financial Services
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Dec 4, 2024 Purva Sule, a banking platforms leader with deep expertise in financial services, joins the conversation alongside Keri Smith, Accenture's Global Banking Data and AI Lead. They dive into how AI is revolutionizing customer experience in finance. Discover how AI personalizes interactions and enhances service delivery. The discussion touches on the balance between digital solutions and human touch, the integration of fintech for innovative offerings, and the ethical considerations critical for sustainable AI practices.
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Tech and AI are Key
- To succeed in financial services, master technology and Generative AI.
- These are now core competencies, essential for growth and operational efficiency.
The Importance of Both Human and Digital
- Client relationships remain crucial but are now enhanced by technology.
- Clients and advisors demand both human interaction and efficient digital tools.
Frontline Using ChatGPT
- Despite corporate restrictions, some frontline staff use ChatGPT for client communications.
- They create thank you notes and personalized messages, highlighting the existing demand.