November 20178 In MY ViewIt seemed like yesterday we were all saying `mobile-first.' But in today's world, anything less than `AI-first' means you are likely to get left behind. What does that mean for banks and other companies who have invested hugely in their mobile presence? We have been so used to providing standard banking services, and focusing on the best platforms to provide those services, whether online or mobile. Does AI provide us with an opportunity to rethink that approach radically? Or, will it be more like a bolt-on to existing concepts and capabilities? Clearly, there are choices that we need to make, and the time to decide on how to leverage the transformative capabilities that AI offers, is now. As companies like Google, Amazon, Facebook, and Apple continue to set the expectations of consumers. Banks and other companies using strong legacy systems are struggling to adapt; not only to the approach of reducing friction that takes care of itself, but also the move to platforms that offer AI in increasing values and scales. To stay relevant we must move quickly to build value for customers using insights which help them get ahead in their day to day. Most banks have invested huge amounts of resources in building their physical locations, their websites, and apps while being focused on an approach that brings customers to them. But the world of mobile technology, social media networks, and opportunities created by AI enables us to go where our customers are, and do more than offering them banking products. Moreover, we have the opportunity to offer them intelligent and actionable insights that helps them make decisions quicker, and build much greater relevance to their lives. BY ANI PAUL, CIO, ING AUSTRALIAHOW TO GET TO AI-FIRST Ani Paul
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