Insights into AI transforming fintech operations and customer experiences, shared at FinTech LIVE London Global Summit 2024
Providing a platform for fintech and AI thought leaders to discuss how the technology is reshaping financial services. A distinguished panel of experts at FinTech LIVE London explored the challenges and opportunities AI presents for enhancing operational efficiency, revolutionising customer experiences, and preparing for a data-driven future.
Panellists included:
David Palmer, Blockchain Lead Vodafone Business IoT at Vodafone Business
Nelson Wootton, CEO and Co-Founder at SaaScada
Pawan Udernani, Vice President of Data Tech AI Leader, Financial Services at Genpact
Andrew Robinson, Product Director of Conversational AI Innovation at NatWest Group
Isabel Pitt, Digital Payments & Cards Director and Chief Operating Officer at Nationwide
Transforming fintech with AI: Success stories from industry leaders
The panel begins with David Palmer, Blockchain Lead at Vodafone Business IoT, outlining how AI has transformed customer service. He highlights the role of AI agents in managing operational tasks and improving customer relationship management.
“Real-time interventions and interactions enabled by AI have redefined how we win and satisfy customers,” he says.
David emphasises that telcos like Vodafone see AI as a driver of next-generation operations and data management.
Nelson Wootton, CEO of SaaScada, supports this view, referring to Gartner research that categorises AI’s biggest wins into operational efficiency and customer service.
He notes that understanding the specific applications of AI is key to achieving meaningful outcomes.
“AI is a blanket term for diverse technologies. It’s crucial to identify the right tools for specific objectives,” Nelson explains.
Andrew Robinson, Product Director of Conversational AI Innovation at NatWest Group, adds that AI has streamlined customer service significantly. He details how summarisation tools used at NatWest have reduced the time staff spend reading customer queries, allowing them to focus more on solving issues.
“By condensing text from 4,500 characters to 300, we’ve improved response times and customer satisfaction,” Andrew says.
