Amy Wigdahl

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143 appearances 1 recordings 1 series first heard Jan 2026 last heard 19 Jan

Amy Wigdahl’s voice in public audio — every appearance, attributed to the second.

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Recordings per month over the last 12 months — 1 in all, peaking in Jan 2026 with 1.

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Insights Unlocked · How digital banking trends in 2026 are bringing humanity back to finance · 19 Jan 2026 podcast

And obviously that's going to require a lot of customer input, customer understanding to really provide that empathy and the context that banks will need to do this right.

And so Accenture recently came out saying that generative AI is helping banks create emotionally engaging experiences, which is very contrary to what we all think.

But what they're trying to do with that is replicate the personalization services of the past.

Not to talk about our age at all, Nathan,

But we know what it's like to go into a branch, maybe have people we recognize who recognize us.

And so what would that look like through a digital experience?

So banks are not just using like AI to automate things, but to personalize at a level that finally feels kind of human again.

And personalization, this type of personalization is not gonna work without understanding

real people, really everyday needs.

So that's where customer insights become the fuel for this, right?

So any AI model will need to be able to build trust, not just to complete a transaction.

And I have a little example of this, too.

So, you know, banks are starting to use AI to anticipate big life moments like saving for a home, starting a family, paying off student loans.

You know, the difference is now kind of that context and banks are using kind of these insights then to understand how to show up in a way that feels supportive versus creepy, you know, because we could have like all of these predictive things happen, you know, but when it comes to our finances, we really, you know, need to make sure these feel authentic.

something we can trust versus like, oh, they can see everything I'm doing, right?

So instead, but then they're able to do it in a more personalized way.

So instead of getting like a generic mortgage ad, you know, customers get helpful resources based on the stage of life they're in.

So when it comes down to it, AI can scale these experiences, but insights are really going to help shape the whole thing.

Yeah.

Well, I think that's the whole thing is you, you know, and we'll kind of get in into this too with some of the other trends too, but it's really understanding kind of like what feels actually supportive, right.

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