Technology is changing fast, especially with AI, and it's changing what customers want from their banks. Banks need to stay nimble and secure in our digital world.

In this episode of The Fintech Show, Peter-Jan Van de Venn from Hexaware and Jorissa Neutelings of ABN AMRO discuss how banks can adapt to customer needs and AI innovations.

They touch on personalization, trust, and partnerships.

Watch to learn how:

• Banks use real-time data for personalized customer experiences.
• AI helps banks create smoother, more human-like interactions
• Collaborations with FinTechs help traditional banks keep pace with tech changes.

Van de Venn kicks things off by explaining that banks face pressure from advancing tech and customers who expect seamless digital services, like their favorite apps. At Hexaware, they focus on mixing engineering, design, and strategy to create meaningful digital experiences for customers.

Neutelings emphasizes how vital personalization is, noting that generic services frustrate customers. With access to plenty of data, banks should tailor their offerings. She also highlights that as threats like identity theft grow, security must improve, and traditional banks still have advantages here.

The chat shifts to AI, where Van de Venn talks about how new tools enable real-time, natural customer interactions, moving beyond basic chatbots. It's all about making conversations easy—if not, users won't stick around. When done right, feedback is positive. Neutelings adds that AI enables banks to recreate personalized in-branch services digitally at scale. ABN AMRO is looking at how digital identities can lead to smarter, personalized guidance.

Collaboration is key; no bank can do everything alone. Van de Venn points out that FinTechs can offer agility and expertise. Hexaware helps banks easily partner with others using flexible tech frameworks that adapt over time.

Both agree the concept of a “customer” is evolving. Neutelings sees a future where digital assistants make financial decisions for people, meaning banks will need to provide services that fit these new ecosystems. Sustainability is also important; Neutelings shares ABN AMRO’s dedication to helping customers with green finance options, aiming for responsible choices to become standard.

Lastly, both speakers note that while AI will handle simple tasks, complex decisions like loans still require human input. Empathy and trust matter, especially in high-stakes situations.

The main takeaway? Digital transformation is about creating better, more personal banking experiences for the future.