Nick Cowell

speaker

194 appearances 1 recordings 1 series first heard Aug 2026 last heard 4 Aug

Nick Cowell’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 Aug 2026 with 1.

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Banking Transformed with Jim Marous · Banking 2050: Who Owns the Customer? · 4 Aug 2026 podcast

I think there is a very real reality of that happening, but I think the guardrails of autonomy would really have to be set.

I think it would be interesting to see how regulatory bodies react to that, one, or two,

In those kind of scenarios, you're one or two industry-wide events from everyone retreating.

The agents go rogue.

There's a massive fraudulent event, massive losses based on autonomous decisions a customer makes on behalf of a set of customers.

I think we'll see potentially retrenchment there.

So there's a real balancing act.

And I think, coming back to your question, that's why there's a heavy skepticism around how quickly and how broadly

that kind of whole autonomous agent world will really impact mass market retail banking.

I think it depends on the size of the financial institution we speak to.

I think some smaller institutions, there's a real fear of it happening because they feel they'll be completely disintermediated.

Because if decisioning shifts away from brand equity, relationship-based loyalty becomes far more around a race to the bottom in terms of price, terms, speed, or committed outcomes, smaller institutions may not be able to commit to that.

And then I think larger institutions who buy into maybe some of this happening

there's a real

conversation which has to happen around how do you get your infrastructure your data your analytics ready for it and importantly how do you have that kind of explainable ai layer where every single interaction transaction that is made on behalf of a customer you can audit you can trace and you can defend um i think we're a bit of a way off from that you know it's interesting because you know i i this this concerns me as a as a as a banking legacy og maybe um is that

I think you opened that kind of question with an example of your bank sees you doing something.

Why don't they proactively use that data to engage with you?

I think there's this adage which I've used for a long time, which your bank knows a lot about you, but yet tells you very little.

And I think...

There's a moment in the industry where banks are waking up to the fact that the proprietary data they have around their customers, both transactional and non-transactional, can actually be a moat in terms of competitive advantage and a way to continue to drive loyalty and depth of relationship in a world which has continued to be disintermediated by AI.

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