""Customers don't care if it's AI-enabled or not," Chanes said in an interview with Fortune at the Most Powerful Women Summit. "I think customers just want to have the best experience possible.""
""AI is an additional tool... not a customer value proposition," Chanes said."
""Customers just want to have the best experience possible and the highest level of personalization possible," she said. "It's less important to them how.""
Nubank has grown to more than 120 million customers across Brazil, Mexico, and Colombia and holds a market value around $50 billion, making it the largest digital bank by customer count. The bank uses AI to strengthen credit underwriting, detect and prevent fraud, automate customer service, improve collections, and enhance marketing and product analysis to remove delays and increase precision. More than 90% of customer inquiries are handled digitally, with AI simplifying service interactions but not being marketed as a core selling point. The bank emphasizes eliminating friction and delivering highly personalized, high-quality customer experiences while modernizing financial access in Latin America.
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