Banks are so caught up in the newest technology trends that they lose sight of the need to build a talented workforce and a purpose-driven organization.
Yes, bots are taking the routine calls from business cardholders, but make no mistake — these are demanding clients from around the world who phone in from loud airports, on bad connections and speak with heavy accents.
"To wake up one day and assume everyone in America is going to be above average at math and above average rational is crazy," says Ethan Bloch, whose app is designed to help people achieve financial health.
Werner Loots, the bank’s first head of transformation, is helping the bank redesign how work is done, then streamlining and digitizing as much as possible.
Digital banking will become less visible because it will be embedded in other daily activities with the help of AI, voice interfaces and other emerging technologies.
