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The era of connectedness: How AI will help deliver the future of banking
Journal of Digital Banking,
3
(3),
215-231
(2019)
Abstract
How will the future model of financial services be delivered, and how can analytical tools leveraging artificial intelligence (AI) and machine learning create new forms of customer value? This paper begins by providing historical context around modern technological conveniences and explaining how this bring new forms of contextual interactions utilising personalised data and emerging technologies. Through examples from global technology firms, the authors explore how the absorption and optimisation of customer data lead to more pertinent advice centred around everyday life events, and where innovations in financial services could transform the banking industry. The paper uses pertinent industry use cases that demonstrate how financial institutions can build trust and empathy to create a deeper, more emotional connection between brand and customer. The paper reviews how modern applications of AI are collectively creating a more inclusive and equitable financial services ecosystem. These innovations will help deliver new value on top of evolving service platforms to create symbiotic relationships between health and wealth that could have significant multigenerational impacts. The paper concludes that there should be greater societal value derived from the financial services sector as it develops new algorithmic pathways towards broader and systematic financial security for the greater good.
Keywords: AI; artificial intelligence; banking; digital; financial services; FinTech; innovation; technology
The full article is available to subscribers to the journal.
Author's Biography
Theodora Lau is the Founder of Unconventional Ventures. She is a speaker, writer and innovator, whose work seeks to spark innovation to improve consumer financial well-being and health. She focuses on developing and growing an ecosystem of financial institutions, corporates, entrepreneurs and venture capitalists to better address the unmet needs of consumers, with a focus on women and minority founders. As part of her work, she regularly mentors FinTech and HealthTech startups and fosters a growing partner portfolio. She was most recently recognised as LinkedIn Top Voice for Economy and Finance in 2017, top FinTech, Digital Transformation and artificial intelligence (AI) influencer by Onalytica.
Bradley Leimer is Co-Founder of Unconventional Ventures, which connects founders to funders, provides mentorship to entrepreneurs, advisory to corporates, and broadens opportunities for diversity within the ecosystem. Unconventional Ventures’ belief is that anyone with great ideas should have a chance to succeed. As the former Head of Innovation and FinTech Strategy at Santander US, he led his team to connect the bank to the FinTech ecosystem and served as an observatory for the Santander global organisation for trends originating in the US with the potential to expand and accelerate globally. He lends additional perspective, leading marketing and technology efforts from within the bank and credit union industry and from a decade of driving database marketing and analytic programs. He writes and speaks about banking and technology trends, and advises startups, accelerators and major industry conferences in the financial services space.
