In the Tearsheet Podcast, Barb Morgan from Temenos discusses how banks can modernize while maintaining customer-focused service amid regulatory pressures. She highlights the importance of augmented intelligence, where AI acts as a collaborative tool rather than a replacement. Morgan stresses that financial institutions need to integrate data effectively to enhance customer experiences, predicting that AI will become standard within five years. Temenos supports banks in modernization efforts, allowing them to implement solutions at their own pace, ensuring a balance between innovation and compliance.
While many banks have focused on digital transformation, Morgan identifies data integration as the next critical step for institutions looking to leverage AI effectively and deliver modern CX.
Her insights reveal how banks, particularly regional institutions, are balancing innovation with customer service and regulatory compliance.
Morgan predicts that AI-enhanced customer experiences will soon become standard. "Five years from now, [AI] will be the expectation," she notes, adding that banks must move beyond simply wrapping digital interfaces around legacy systems.
Morgan's approach emphasizes "augmented intelligence" over artificial intelligence, positioning AI as a collaborative tool for these firms.
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