Every customer conversation – whether in a branch, online, or through a call center – holds the potential to either deepen loyalty or increase attrition. Yet too often, those interactions create frustration, higher costs, and lower satisfaction scores. Today’s competitive advantage isn’t just having data. It’s knowing how to transform conversations into measurable business value. From lowering cost-to-serve to boosting Net Promoter Scores, the opportunity is clear: banks that successfully harness AI and conversation intelligence are realizing game-changing ROI, while others remain stuck in pilot projects. In this episode of Banking Transformed, I’m joined by Caleb Johnson, VP at TTEC Digital, and Chris Dolan from Cisco. Together, we’ll explore how financial institutions can build the infrastructure, insights, and strategies to orchestrate seamless customer journeys and turn everyday conversations into bottom-line results. If you’re looking for practical ways to move past AI hype and drive measurable CX transformation, this conversation is for you. This episode of Banking Transformed is sponsored by TTEC Digital TTEC Digital’s AI Vision Workshop empowers CX and Operations leaders to unlock real business value from AI. Together, we’ll define your CX and operational goals, identify challenges, and build a tailored roadmap for AI pilot projects. Powered by Cisco Webex AI and deep CX expertise, we help you move from curiosity to confidence—and deliver results. CIS: TTEC Digital + Cisco BFSI Campaign - AI Vision Workshop

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“What did the council decide on item 42?” — answered with the speaker and the moment.