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“
EDUCATION WILL
BE KEY TO THE
ADOPTION OF
THE POWERFUL
TOOL AI HAS THE
POTENTIAL TO BE.
will be given authorised access to the data
they need if a customer allows it. Thus, banks
could be fulfilling the role of a new kind of
platform, which will empower the safe use
of third-party services to meet the financial
service demands in a fast-changing world.
Digital transformation
The new regulations coming into play are
forcing banks to transform how services are
offered. Concepts such as cloud computing
and Software-as-a-Service are becoming
standard procedure. Culture is key to
ensuring any change is a success and people
must not be forgotten in the process, as they
are crucial to any digital journey.
It’s no longer good enough to have the
best and latest technology. Technology
must be useful and help relieve the stresses
and demands placed on customers and
staff, not only for millennials, but across
every generation. Uptake of technology in
this way is the only way to ensure a true
digital transformation.
Artificial intelligence – friend or foe?
AI is developing by maturing and becoming
more personal. Innovations in AI will blur the
lines between using a tool and interacting with
a service provider, equipping customers with
seamless services and potentially improving
our experiences across all industries.
In banking, Nationwide is looking to use
AI to optimise human interactions, not
replace them. AI has been harnessed to help
banking staff make decisions more quickly
and accurately, providing customers with
advice they may otherwise have had to wait
for. As such, AI has bridged the gap between
INTELLIGENTCIO
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