Personalization, Fintechs, and Gen AI: The Future of Banking CX

This episode of Zafin's Banking Blueprints examines the evolving importance of customer experience (CX) in the financial sector. Host Dharmesh Mistry is joined by Chad Hamblin, Director of Financial Services at Microsoft, and Chris Dickin, Global Partner Strategy Lead at Zafin.
Hamblin explains that CX is the lasting impression formed through customer interactions across all channels. He highlights that with financial products being commoditized, differentiating through exceptional CX is critical. Dickin expands on this, emphasizing hyper-personalized, data-driven offerings and streamlining bank operations to enhance both customer and employee experiences.
Fintechs, the guests note, have led in customer-facing innovation, but collaboration with traditional banks has driven technological advancements. Both emphasize the role of Gen AI in transforming banking, from automating tasks like onboarding to empowering product teams with actionable insights. Responsible AI use is underscored, with Zafin ensuring compliance and transparency through explainable AI systems.
The episode showcases how technology, collaboration, and personalization are reshaping the banking experience, with empowered employees driving better outcomes for customers.