Abstract
Covid-19 is justifiably top of mind for bankers today, yet two pre-pandemic hot topics remain salient today: Customer Experience (“CX”) and Artificial Intelligence (“AI”). CX is inextricably bound with emotion, and with customers’ increasing desire to get exactly what they want and need, when they want it. Real-time isn’t yet table-stakes, but the break-down of traditional servicing in the early days of shelter-in-place orders has amplified its need. An overused and overly general term, AI nevertheless is going to be hugely valuable in improving CX, particularly when Machine Learning (“ML”) techniques are applied in a world constantly in flux. When used across the client lifecycle, AI has a role to play in acquisition, servicing, nurturing/retention, and growth, all while helping to manage risk.