Last week on LinkedIn (link below), we were talking about balancing core strengths and technology in banking, and it got me thinking—how are we redefining what a bank truly is?
Even in the tech world, where cutting-edge innovation is everything, it’s customer experience that takes center stage. It’s no different for banks. The question isn’t whether to adopt AI, robo-advisors, or chatbots—it’s how to use these tools without losing the trust and personal connection that define the industry.
Take emerging markets, for example. In India, ONDC (Open Network for Digital Commerce) is reshaping e-commerce and financial services, while in Africa, platforms like Flutterwave are simplifying cross-border payments for businesses. These innovations are groundbreaking, but they also pose an important question: Can technology alone build trust?
AI and chatbots are great for quick answers and efficiency, but can they understand a worried parent planning for their child’s education? Or a small business owner navigating a cash flow crunch? Probably not. That’s where the human touch steps in.
The future isn’t about becoming a tech company. It’s about being a trusted company empowered by tech. Banks that get this balance right will thrive. Let AI handle the routine stuff like balance checks or FAQs, but when the stakes are high or emotions run deep, ensure a human is ready to step in.
It’s about leveraging technology to complement—not replace—your strengths. Because at the end of the day, no algorithm can replace trust, and no chatbot can build relationships.
What’s your take? Is your bank ready to embrace this balance? Let’s discuss how we shape the future of banking together.
For more reading: https://www.linkedin.com/feed/update/urn:li:activity:7264140011720044545?utm_source=share&utm_medium=member_desktop
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