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I identify as a coach and not a consultant. Ideally, this outcome is a two-way negotiation between an executive at the company, often a chief product officer, a chief design officer, a CTO, and the cross-functional product team. They’re together deciding how they can create value for the business.
We examine both quantitative gains — such as higher customer satisfaction scores, rising self-service usage and digital adoption rates — and qualitative developments, including more personalized services, smarter virtual assistants and greater accessibility in digital banking. Almost every bank is at least planning for GenAI.
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