BANKS CAN DELIVER AN EMPOWERING VALUE PROPOSITION ENABLING AN EVEN DEEPER LEVEL OF CUSTOMER LOYALTY .
INDUSTRY WATCH
To accelerate the pace of innovation and delivery , the IBM Client Engineering team worked alongside the NatWest business and technology teams to rapidly co-create , test , and validate the outcomes with the aim of safely and swiftly delivering a viable generative AI digital assistant .
Distinguished Engineer and General Manager Global Financial Services Industry at IBM , John Duigenan , said : “ NatWest and other forward-thinking leaders of financial institutions around the world are exploring the potential of AI technologies as part of their competitive business strategy . With the appropriate guardrails and governance in place ensuring that AI is open , trusted and targeted , banks can deliver an empowering value proposition enabling an even deeper level of customer loyalty . We ’ re excited about the opportunity to collaborate with NatWest on their vision for customer care .”
According to a recent study by IBM ’ s Institute for Business Value , CEO Decision-Making in the Age of AI , banking and financial markets CEOs are being selective and deliberate in their use of generative AI .
They recognise its potential , with over 40 % of the 360 banking and financial markets leaders responding that they expect generative AI , Deep Learning , and Machine Learning to help deliver financial results over the next three years .
BANKS CAN DELIVER AN EMPOWERING VALUE PROPOSITION ENABLING AN EVEN DEEPER LEVEL OF CUSTOMER LOYALTY .
Talent , security and customer experience were cited as the most frequently identified areas in which financial services leaders indicated interest in applying generative AI .
Customer care was cited by 54 % of these industry chiefs as among their highest technology priorities and a full three quarters ( 75 %) of financial services CEOs surveyed believe that the competitive advantage will go to the institutions that have the most advanced use of generative AI . p
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