"The future of banking is not in a single, clean leap. It's showing up in fragments: APIs on top of legacy systems, automation paired with human judgment, digital tools balanced by hand-holding for companies new to the digitization journey. Emerging from these fragments aren't just new tools or products, but a slow rebuild of banking's operating system. My recent stories on Amex, Citizens, and BNY highlight different layers of this rebuild."
"Amex's 'One Amex' servicing model isn't about chasing the latest rail. It's about making sure customers actually adopt the digital tools on offer. A small business owner just starting to automate gets guided onboarding and tutorials through its Business Blueprint platform. A multinational with complex treasury needs gets APIs, reporting dashboards, and a dedicated relationship lead. The philosophy is what Tom Taris, SVP, Commercial, Merchant & Banking Servicing at Amex, calls "relationship servicing":"
Banking transformation is appearing as fragments rather than a single leap, combining APIs on legacy systems, automation with human judgment, and digital tools plus hand-holding for less digitized companies. The industry is rewiring core infrastructure toward an API era while experimenting with programmable money without upending existing workflows. American Express emphasizes adoption through a 'One Amex' servicing model that provides guided onboarding for small businesses and APIs and dedicated leads for complex clients. The firm trains and upskills teams and explores generative AI tools like "Knowledge Hub" to accelerate, smarten, and predict service delivery. Adoption, not invention, is the central bottleneck.
Read at Tearsheet
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