Intelligent automation

With today’s generation of home buyers so rooted in a digital world, how will the financial services industry need to change to meet their needs? What new consumer technology will they need to adopt to meet consumers where they are? How will those approaches differ from how things have been done historically in the industry? Join us in a discussion with Blend’s Founder, Nima Ghamsari as we chat through how banks and financial institutions need to think through these questions.

Join Janet King, Arizent VP of Research and Brian Elkins, Senior Director of Strategy at Monigle for a discussion of a new, prescriptive framework that helps banks and other financial institutions identify why customers choose to bank with one financial institution over another. Developed in conjunction with creative experience agency Monigle, the Humanizing Customer Experience research from American Banker draws on more than 5,000 customer responses to show what matters most in customer experience and ranks which financial institutions do it best. Join this discussion to learn more about how you can optimize your bank's approach to CX to improve customer satisfaction and earn higher net promoter scores.

How technology is enabling new types of payment transmission and what this means for banking.

COVID-19 has shown us that technology can rapidly evolve to meet customer needs, in areas from contactless payments to digital banking to mobile wallets. However, we still see great disparities when it comes to the use of contactless and digital banking by low- to moderate-income (LMI) workers. The question is, will emerging tech in the post-COVID economy provide an opportunity to include new people in the financial system-- or leave them even further behind?

Artificial intelligence (AI) is increasingly gaining ground in a number of areas of banking and financial services. It’s deployed to identify fraud, make trading decisions, recommend banking and financial products, and evaluate loan applications. This helps to reduce the costs of financial products and improve their efficiency and efficacy. However, there is growing evidence that AI systems are biased. Join American Banker’s Executive Technology Editor, Penny Crosman as she explores key AI-bias issues for the banking and financial services industry with Sonja Kelly, Director of Research and Advocacy at Women’s World Banking and Wisam Dakka, Co-Founder of Meemo.

Some institutions say the combination of chatbots and social media could entice new borrowers, but burdensome legacy systems may limit their effectiveness.