Episode 20 of Banking Reinvented explores the evolution of customer servicing in banking, with a key focus on how to balance self-service solutions with personalized human interactions.

In this episode, host Tim Rutten is joined by returning guest Karan Oberoi, Chief Product Officer at Backbase, to discuss the challenges banks face in modernizing their service models. They cover everything from outdated, siloed systems and manual processes to the growing role of AI and microagents.

Discover how banks can improve customer experiences with data and AI to increase both customer satisfaction and employee productivity.

Curious to find out more about customer-centric banking? Follow us on LinkedIn:

-> Backbase

-> Jouk Pleiter

-> Tim Rutten

-> Karan Oberoi

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(00:00) - Welcome to the ‘Banking Reinvented’ podcast

(01:59) - Banks exceeding market expectations and productivity focus

(02:52) - Recap of earlier episodes and intro to customer service focus

(04:30) - Customer servicing from bank and customer perspectives

(07:05) - Examples of excellent customer service from Apple and Four Seasons

(09:06) - Bank employees' struggles with disconnected systems and manual processes

(12:05) - Role of AI in improving customer service

(19:00) - How AI-driven solutions can reduce costs and improve trust

(20:54) - Examples of AI-powered customer service in banking

(23:10) - Key takeaways

(26:15) - Episode wrap-up