"Every bank needs to develop its own branded AI experience to retain control of the customer experience!". Holger Grünwald, Managing Director Growth at Experience One, in conversation with Florian Flicke at the ADC Digital Conference 2023.
What will the banking experience and customer advice of the future look like? Holger Grünwald has a very clear answer to this question. But what does that mean in concrete terms?
- Generative AI creates the basis for customer communication across all touchpoints for banks.
- The brand's own AI is essential for a highly personalised customer experience, because: In principle, any competitor can use generative AI and thus obtain information that is used to advise customers.
- Only those who find their own "AI voice" can retain control over the customer experience. In other words, the behaviour, knowledge and language of the AI must reflect the brand identity in order to be successful, useful and as natural as possible in customer communication.
- For decision-makers in the financial sector, AI must be on the agenda in order to fulfil current and future customer wishes.
The ADC Digital Conference is the event for agencies, brands, creatives and decision-makers from marketing and advertising. Under the motto "Artificial Realities", 700 national and international experts came together at a sold-out event in Düsseldorf this year.
Photos: Helen Fischer, Holger Grünwald
