Today’s guest is Kelly Uphoff, Vice President of Data Science at Tala. Tala is a fintech company that develops an app that lets users bridge digital and cash ecosystems seamlessly to manage their finances. Kelly returns to the program to explore how to drive inclusive leadership in fintech. Pulling from examples at Tala, a company that has built a tech leadership team where 75% of its members are women, Kelly delves into the strategies that create a people-first culture, emphasizing the importance of flexibility, diversity, and leadership modeling. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is Kelly Uphoff, Vice President of Data Science at Tala. Tala is a fintech company that develops an app that lets users bridge digital and cash ecosystems seamlessly to manage their finances. Kelly joins Emerj Senior Editor Matthew DeMello on today’s show to discuss how AI and machine learning are driving financial inclusion for underserved populations. Throughout, she explains how Tala leverages alternative data to expand access to credit for individuals shut out of traditional financial systems. Kelly also shares how Tala’s use of proprietary data and advanced AI tools, such as large language models (LLMs), is helping to identify creditworthiness in customers historically overlooked by legacy financial institutions. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is Supriya Gupta, General Manager and Vice President of Product at Credit Karma. Credit Karma is a multinational personal finance brand under Intuit that makes products free to consumers and helps them find lenders. Supriya returns to this podcast, straight from her appearance on the AI in Business podcast, to explore the evolving role of personalization and AI in credit workflows. She dives into how Credit Karma is laying the foundation for autonomous finance, a concept aimed at minimizing human intervention in financial decision-making. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is David Thompson, Chief Technology Officer at American Express Global Business Travel. American Express Global Business Travel – better known as Amex GBT and officially known as Global Business Travel Group, Inc. – is a multinational travel management company based in New York City. Employing 18,000 people across over 140 countries, Amex GBT operates independently from American Express, which maintains a minority interest in the company. David returns to the platform to discuss the complexities and opportunities of deploying AI in B2B workflows and industries. As AI becomes a cornerstone of digital transformation, B2B companies are navigating unique challenges in integrating these technologies into their products and services while maintaining high standards of security and compliance. To discover more AI use cases, best practice guides, white papers, frameworks, and more, join Emerj Plus at emerj.com/p1.

Today's guest is Swami Jayaraman, Senior Vice President and Chief Enterprise Architect at Iron Mountain. Iron Mountain is a publicly traded global leader in storage and information management services trusted by over 240,000 organizations worldwide, including 90% of the Fortune 1000 for over 70 years. Swami returns to the program to talk about use cases in risk management, cybersecurity, and customer experience in financial services spaces – and what they can tell financial leaders about the concrete abilities of AI to unlock efficiencies in these areas. Together with Emerj Senior Editor Matthew DeMello, Swami overviews how AI can analyze ID documents, monitor loan agreements, and automate regulatory reporting. If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today's guest is Swami Jayaraman, Senior Vice President and Chief Enterprise Architect at Iron Mountain. Iron Mountain is a publicly traded global leader in storage and information management services trusted by over 240,000 organizations worldwide, including 90% of the Fortune 1000. Swami joins us on today's show to talk about risk management challenges in financial services, including cybersecurity, regulatory compliance, people and culture, technology adoption, and data management. Later, we explore AI's impact on customer experience and compliance workflows in ways that are helping financial leaders surmount these challenges. If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is German Soto-Sanchez, Chief Product and Strategy Officer at Broadridge Financial Solutions. Broadridge is an S&P 500 global fintech leader with $6 billion in revenue and ranked #3 in the 2023 IDC FinTech Rankings Top 100. The firm manages trades, supporting communications reaching 75% of North American households and shareholder voting in 120 countries. German returns to the program today to offer advice for financial leaders on driving digital transformation at their organizations. His appearance emphasizes the importance of understanding AI technology before implementing it in an enterprise-wide program. He argues that experimenting with blockchain technology allows financial leaders to gain hands-on experience and constructive conversations within the ecosystem. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is German Soto-Sanchez, Chief Product and Strategy Officer at Broadridge Financial Solutions. Broadridge is an S&P 500 global fintech leader with $6 billion in revenue and ranked #3 in the 2023 IDC FinTech Rankings Top 100. The firm manages trades, supporting communications reaching 75% of North American households and shareholder voting in 120 countries. German joins us on the program today to discuss how AI can help drive strategy for financial services organizations in light of evolving customer expectations. Throughout the episode, German cites examples of untapped data and opportunities for efficiency gains, emphasizing the importance of documenting legacy systems and technologies to ensure continuity and modernization. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Prasanna Dhore, Chief Data Officer at Fiserv and President of Data Commerce Solutions. Prasanna returns to the Emerj podcast platform, following his appearance earlier this month on the ‘AI in Business’ podcast, to talk about findings from the latest edition of Fiserv’s Small Business Index, derived from point-of-sale transaction data across approximately 2 million U.S. small businesses, providing a direct measure of consumer spending and business performance. To discover more AI use cases, best practice guides, white papers, frameworks, and more, join Emerj Plus at emerj.com/p1.

Today’s guest is Craig Mackereth, Executive Vice President of Global Service Delivery at Rimini Street. Rimini Street is a publicly traded company specializing in third-party support for mission-critical systems at financial services organizations and beyond. Craig returns to the program today to discuss the best strategies for driving AI and ML investments across the financial services enterprise. Throughout the episode, Craig points to significant use cases that demonstrate the unique differences between deterministic and generative AI capabilities, the business problems they solve for financial leaders, and the infrastructure needed to ensure ROI. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Manish Goyal, Operating Partner at Berkshire Partners. Berkshire Partners is a Boston-based private equity firm with substantial experience and investments in consumer products and retail, business services, communications, industrials, and healthcare sectors. Manish returns to the show today to tell us what AI is looking like from the portfolio perspective. Armed with insights from across Berkshire’s austere roster, Manish details how industries across the global economy are seeing AI adoption in productivity and efficiency, with a 20-30% code generation increase and improved customer service. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Andrew Beddoes, Business Consultant at Provenir. Provenir is a software company that develops an AI-powered credit risk decisioning platform. Andrew joins us on today’s show to talk about leveraging data and generative AI to find insights into consumer behavior data surrounding collections workflows. Throughout the episode, Andrew cites use cases that exemplify how mining such data results in better consumer relationships and more reliable revenue streams. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Andrew Beddoes, Business Consultant at Provenir. Provenir is a software company that develops an AI-powered credit risk decisioning platform. Andrew joins us on today’s show to talk about AI’s impact on collections workflows from the perspective of auto loans. Throughout the episode, Andrew emphasizes the importance of using data and technology to improve customer experiences and drive empathy among loan collectors. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Manish Goyal, Operating Partner at Berkshire Partners. Berkshire Partners is a Boston-based private equity firm with substantial experience and investments in consumer products and retail, business services, communications, industrials, and healthcare sectors. Manish joins us on today’s show to discuss the unique challenges private equity leaders face in deploying AI at their organizations, particularly in automating tasks and improving decision-making. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Darren Humphries, Group Chief Information Security Officer and Chief Technology Officer Partner at Acora. Acora is a UK-based, award-winning provider of managed, consultancy, and professional services in information technology and security across many industrial sectors. Darren returns to the podcast to discuss the relationship between IT and cybersecurity enterprise functions at the heart of AI’s impact in the financial services space. Later, he explains what financial leaders, in particular, should keep in mind when driving to level-up their operations when it comes to cybersecurity and other anomaly-detection based functions (AML, fraud detection). If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Darren Humphries, Group Chief Information Security Officer and Chief Technology Officer Partner at Acora. Acora is a UK-based, award-winning provider of managed, consultancy, and professional services in information technology and security across many industrial sectors. Darren joins us on today’s show to discuss new opportunities for financial services leaders to drive the IT and infrastructure necessary to ensure the lowest possible risk, especially when it comes to AML, fraud, and cybersecurity workflows. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Jason Walker, Chief Innovation Officer at BigPanda. BigPanda is a California-based software developer whose AIOps-powered platform helps businesses improve their service support and incident management systems. Jason returns to the platform to talk about the future of IT for financial services, given the potential of new generative AI capabilities that are helping streamline data and hardware management workflows. Later, he and Emerj Senior Editor Matthew DeMello examine what AIOps will mean for IT teams and initiatives going forward. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is Jason Walker, Chief Innovation Officer at BigPanda. BigPanda is a California-based software developer whose AIOps-powered platform helps businesses improve their service support and incident management systems. Jason joins us on this week’s podcast to discuss what financial leaders need to know to drive the IT infrastructure necessary to take advantage of new, emerging, data-heavy use cases we’re seeing in generative AI. Later, he and Senior Editor Matthew DeMello discuss GenAI tools that can help streamline IT workflows. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Andrew Sellers, Head of Technology Strategy at Confluent. Previously, he served as Chief Technology Officer at QOMPLX, a high-growth startup in cyber-risk analytics, and as a Senior Cyberspace Operations Officer, CTO, and Assistant Professor of Computer Science in the United States Air Force. Andrew returns to the platform alongside Emerj Senior Editor Matthew DeMello to delve into the upcoming democratization of data and what it means for AI adoption initiatives at financial institutions. Andrew shares strategic insights for business leaders seeking executive buy-in to capitalize on the burgeoning wealth of information. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Andrew Sellers, Head of Technology Strategy at Confluent. Previously, he served as Chief Technology Officer at QOMPLX, a high-growth startup in cyber-risk analytics, and as a Senior Cyberspace Operations Officer, CTO, and Assistant Professor of Computer Science in the United States Air Force. Andrew joins Emerj Senior Editor Matthew DeMello on today’s podcast to talk about the high costs and tight budgets of IT. Throughout his appearance, Andrew offers advice on balancing ROI goals with the typical pitfalls of false start pilot initiatives. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is Ivan Edwards, Vice President of Customer Interactions at Cadence Bank. Before his time at Cadence, Ivan served as Contact Center Manager and Assistant Vice President at Wells Fargo. Ivan joins Emerj CEO and Head of Research Daniel Faggella on today’s show to discuss changing trends in online banking and customer interactions that have arisen in the post-pandemic financial services landscape. Together, they pull apart data showing new customer behaviors in different segments and demographics, and take a critical look at how banks can foster more intimate relationships with their customers. This episode is sponsored by Uniphore. To learn more about Emerj Media and how to reach the Emerj audience, visit emerj.com/ad1.

Today’s guest is Priyank Patel, SVP and Director of Financial Crimes Risk Surveillance at KeyBank. Priyank joins us on today’s program to talk about how the fight against false signals in AML workflows is entering a whole new dimension given the democratization of data and new generative AI tools. Throughout the episode, Priyank offers financial leaders sound advice on where to leverage existing technologies and data sources to transform workflows in these areas and beyond. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Fabrizio Burlando, Global Head of Advisors Consulting and Digital Labs at Mastercard. Previous to Mastercard, Fabrizio also served as a project leader at Boston Consulting Group and as a Senior Consultant for the United Nations. Fabrizio joins us on this program following his recent appearance on the ‘AI in Business’ podcast to talk about new opportunities for SMBs in generative AI and the best strategies they can deploy to prepare their organizations for adoption. To discover more AI use cases, best practice guides, white papers, frameworks, and more, join Emerj Plus at emerj.com/p1.

Today’s guests are Troy Pospisil, Founder and CEO of Ontra, and Eric Hawkins, SVP of Engineering. Ontra is an AI-driven tech company that develops contract management and other legal solutions for organizations across financial services with a strong presence in private markets. Troy returns to the program with Eric to explain the specific benefits of new emerging generative AI tools on document processing, legal workflows and the private equity space more broadly. Together, they provide financial leaders with keen insight into how to manage these business activities going forward as generative AI tools become more commonplace throughout the global economy. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Troy Pospisil, Founder and CEO of Ontra. Ontra is an AI-driven tech company that develops contract management and other legal solutions for organizations across financial services with a strong presence in private markets. Troy joins Emerj Senior Editor Matthew DeMello on today’s show to discuss model development for legal workflows and what financial leaders need to know about the process to properly leverage new generative AI capabilities in these sectors. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is Ted Kwartler, Field CTO of Generative AI for DataRobot. DataRobot is an AI-powered software company that helps enterprises automate processes from end to end. In conversation with Emerj CEO and Head of Research Daniel Faggella, Ted gives a broader view of the data governance process for financial services. Throughout the episode, Ted offers financial leaders alternatives to popular approaches in Centers of Excellence in the form of data science professional resources groups that can better facilitate collaboration across the enterprise. Later, he explains where financial services organizations often make mistakes in scaling data management operations and how they can course correct before it’s too late. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Marco Argenti, Chief Information Officer at Goldman Sachs. Before working with Goldman Sachs, Marco served as SVP of Developer Services at Nokia, then Vice President of Technology of Amazon Web Services (AWS) in 2013, where he started and ran several AWS businesses, including mobile, serverless computing, Internet of Things, and augmented and virtual reality. Following his appearance on our sister podcast, Marco surveys emerging use cases in new generative AI capabilities for financial services. He offers his vision for what the industry will look like when these technologies become commonplace. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Bhaskar Kalita, Global Head of Financial Services and Insurance at Quantiphi. Quantiphi is an AI-first digital engineering company that designs AI-driven services and platforms for broad applications across industries. In conversation with Emerj CEO and Head of Research Daniel Faggella, Bhaskar pulls apart what new generative AI capabilities will mean for the entire BFSI sector. In his words, the opportunities mean nothing less than the democratization of - not just digital products - but direct conversations between banking professionals, with requisite systems becoming more uniform in the process. This episode is sponsored by Quantiphi. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today’s guest is Bill Waid, Chief Product and Technology Officer at FICO. Bill has been with FICO for over 20 years, developing Decision Management systems. Prior to his time at FICO, Bill worked for different software platforms in sales and systems engineering. He returns to the program today to talk about the challenges in winning executive buy-in for data governance projects, how this can help finserv teams level up the infrastructure necessary for transformative AI use cases and the role decision management plays throughout the process. 

Today’s guest is Bill Waid, Chief Product and Technology Officer at FICO. Bill has been with FICO for over 20 years, developing Decision Management systems. Prior to his time at FICO, Bill worked for different software platforms in sales and systems engineering. He joins us on today’s program to talk about what challenges for financial services leaders look like from a data perspective. Throughout the episode, he offers advice and strategies on how to level up data governance operations at their organizations. Visit emerj.com/beg1 to learn more about the practical steps for AI deployment for non-technical professionals. 

Today’s guest is Adam Nahari, Vice President of Data and Analytics at Berkshire Partners. Berkshire Partners is a Boston-based private equity firm with substantial experience and investments in consumer products and retail, business services, communications, industrials and healthcare sectors. Adam returns to the program to talk about the difference between predictive analytics and new emerging generative AI tools in private equity workflows, and where these technologies stand to take the industry into the future. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today’s guest is Louis Tetu, CEO of Coveo. Coveo is a tech company that develops Saas enterprise search solutions powered by AI. Louis joins us on today’s program to talk about the importance of employee journeys in enhancing customer journeys and how new emerging AI capabilities - especially in co-pilot software powered by generative AI - are helping sync their workflows. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Adam Nahari, Vice President of Data and Analytics at Berkshire Partners. Berkshire Partners is a Boston-based private equity firm with substantial experience and investments in the consumer products, retail, business services, communications, industrials and healthcare sectors. Adam joins Emerj Senior Editor to talk about the challenges currently facing private equity firms and how emerging new AI capabilities – particularly in the generative space – stand to change the very work and information flows behind major investments. To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.

Today's guest is Adrien Gabeur, Vice President of Cloud at Sinequa. Sinequa is a software company that builds an enterprise search platform for financial services firms, but they didn't always used to be in the SaaS space. Adrien joins Emerj CEO and Head of Research Daniel Faggella from Paris to talk about Sinequa's transition from self-managing multiple products to a single product platform for their customers. If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guests are Dr. Stefan Sigg and Steffen Lorenz, Chief Product Officer and Business and Insurance Leader for Software AG, respectively. Software AG is a multinational software developer based in Germany that assists companies in business process management, integration, and big data analytics. They return to the program today to discuss how essential APIs are in giving customers access to an organization’s knowledge base and making it easier for IT departments to meet CX challenges. If you’re interested in unlocking our AI best practice guides, frameworks for AI ROI, and specific resources for AI consultants, visit emerj.com/p1.

Today’s guest is Bala Kumar, Chief Product Officer at Jumio. Jumio is a financial services company that provides card and ID scanning and validation products for mobile and web transactions, which they describe as “Netverify Trusted Identity as a Service.” Bala returns to the program to discuss the challenges of KYC compliance, especially now that we’re seeing more large language models and generative AI used in onboarding workflows. Later, he espouses the benefits of ‘front-door verification’ in terms of maximizing scrutiny on the moment a customer first touches a service funnel. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Eric Crowley, partner at GP Bullhound. GP Bullhound is an investment bank and venture capital fund with 11 offices in the US and Europe. Eric leads the firm’s Consumer Subscription Software (“CSS”) practice while executing transactions for growth-stage technology companies. In addition to CSS, Eric has advised on transactions in the Ad-tech, Software and Digital Services, and Fintech industries. He joins Emerj Senior Editor Matthew DeMello on the program to discuss the promise of generative AI in financial services and how businesses leveraging AI can better prepare for conversations with investors. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Christopher Phillips, Senior Vice President and Director of AML at Valley Bank. Valley Bank is a regional bank holding company based in New Jersey with nearly $2 billion in annual revenue. He joins us on the program today to reflect on his experience leveling up Valley’s AML operations amid the bank’s overall digital transformation process. Throughout the episode, Christopher talks about streamlining and automating aspects of the investigation process and where robotic process automation makes a difference versus other AI-adjacent technologies. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guests are Dr. Stefan Sigg and Steffen Lorenz, Chief Product Officer and Business and Insurance Leader for Software AG, respectively. Software AG is a multinational software developer based in Germany that assists companies in business process management, integration, and big data analytics. The pair join us on today’s program to discuss the importance of an integrated approach to data for ensuring IT departments can meet the increased demand from consumer expectations in financial services. 

Today’s guest is Bala Kumar, Chief Product Officer at Jumio. Jumio is a financial services company that provides card and ID scanning and validation products for mobile and web transactions, which they describe as “Netverify Trusted Identity as a Service.” Bala joins us on today’s program to talk about how compliance in financial services is changing thanks to the influx of new capabilities in generative AI and large language models. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today's guest is Mike Murchison, CEO of Ada. Ada specializes in automating communications channels to support and enhance customer experience operations for financial services firms. With Emerj Senior Editor Matthew DeMello, Mike returns to the program to talk about how automating and synchronizing employee and customer-preferred communications channels through AI tools like large language models enhances customer experiences in financial services. If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!  

Today’s guest is Zac Maufe, Head of Regulated Industries at Google Cloud. He joins us on today’s show to talk about the challenges facing banking leaders in moving to the cloud, winning executive buy-in for new approaches to talent acquisition in data, and why competition in customer experience proves that financial services remain a “relationship business.” To access Emerj’s frameworks for AI readiness, ROI, and strategy, visit Emerj Plus at emerj.com/p1.  

Today’s guest is Jeff DeVerter, Chief Technology Evangelist of Rackspace Technology. Rackspace is a public cloud computing company with over $3 billion in annual revenue based outside of San Antonio, Texas. Jeff joins us on the program to discuss the challenges facing financial services organizations when it comes to updating tech infrastructure, the advantages of cloud technology, and why so many firms find themselves stuck amid their digital transformations. To discover more AI use cases, best practice guides, white papers, frameworks, and more, join Emerj Plus at emerj.com/p1.  

Today’s guest is Ada CEO, Mike Murchison. Ada is an AI-powered customer service automation platform based in Toronto. In conversation with Emerj Senior Editor Matthew DeMello, Mike explains what he sees as the most significant shift in financial services CX workflows since the dawn of the AI age: moving from avoiding customer interactions to craving them. He tells us how financial institutions can better suit themselves for the transition, given the constant tumult of AI news and technological developments. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!  

Today’s guest is Cresta Director of Customer Value, Christopher Reese. Cresta is a tech company specializing in building custom AI-enhanced call center solutions. Christopher joins us on the program today to discuss the unique challenges facing the collections space – from compliance and high turnover to the painstaking work of negotiations. Later, they explore use cases demonstrating how new technologies are helping human agents elicit more empathy. This episode is sponsored by Cresta. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.  

Today’s guest is Muddu Sudhakar, CEO of Aisera - a conversational AI platform that automates and synchronizes workflows across the organization. He joins us to discuss the most promising use cases he sees among large language models in the financial services sector. In working with companies across industries to de-silo departments, tech stacks, and workflows through conversational AI - Muddu is particularly well positioned to judge which are rising to the top across banks, investment, insurance firms, and beyond. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!  

Today’s guest is Eran Ashkenazi, Chief Customer Officer at SentinelOne. SentinelOne is a public US-based cybersecurity company founded in 2013 that uses machine learning to gain deeper insight into how organizations use information technology. Eran joins us to discuss enhancing customer journeys in cybersecurity amid an emerging era of generative AI tools in financial services. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!  

Today’s guest is Michael Walrath, CEO of Yext. Yext is a unicorn startup with a $2 billion market cap achieved in 2021 and over $300 million yearly revenue. Michael joins us on the program today to talk about the ongoing impact of large language models (LLMs) and knowledge graphs on financial services from the standpoint of marketing and search. Throughout, he and Emerj Senior Editor Matthew DeMello unpack customer experience challenges from hallucinations to best data organization practices for leveraging these emerging technologies. To discover more AI use cases, best practice guides, white papers, frameworks, and more, join Emerj Plus at emerj.com/p1.