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Kyle Hathorn
Director of Customer Experience and Strategy at First National Bank of Omaha, experienced in designing customer journeys and integrating technology to deliver personalized, compliant financial services.
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Dec 1, 2025
• 23min
Balancing Personalization and Trust in AI-Driven Customer Experience - with Kyle Hathorn of FNBO
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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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