The Path to Banking's Dual Workforce, with nCino CEO Sean Desmond
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What does the new research reveal about banks’ expectations for a dual‑workforce of humans and AI?
AI is shaping the way banking has done. Most institutions still underestimate what AI means to staffing, decision making, and customer engagement. New research from Encino shows that nearly nine in ten banking executives believe their institutions will operate in a dual workforce environment where humans and AI agents work side by side within five years. I tend to think it's gonna be a lot quicker than that myself, but only one in five can tie AI investment to revenue growth. Banks have spent the last several years experimenting with AI. The next phase is going to definitely be harder. Today I'm joined by Sean Desmond, the Chief Executive Office and President of Encino at the Insight event in Charlotte, where it's a client event and sharing a lot about what's going on in the industry.
So, Sean, I just saw you on stage a few minutes ago. I'm going to start right from where you started, which is А тінь та хардист син про банкіндустрі до. is to embrace the change that's upon us and to actually immerse ourselves in AIP gifts, unlike almost any technology we've had in banking before this. This is a consumer-facing technology as well. So you can you can get up every day and I know I do. I can go to my AI tool and ask it some questions or ask it for some solutions or say, hey, I have this going on. What's going on? You talked about the fact that you as a leader of Encino said. I gotta get in this game. I can't, even though I was a product person, even with my background, I can't just talk the game.
I could actually walk the game. What have you done on a personal basis to make that happen? Because I think most banking leaders could really learn a lot from the dynamics of just getting into it. Full board.
Yeah. Uh happy to shed. Thanks for having me, by the way. It's great to be with you. Um, yeah, I do think so much about this inflection point that we're at um is attitude. Yeah for sure. Yeah. Um, right. And so if you zoom out for a second, um, even from banking and from my personal experience, change is hard, right? Um, and when people go through transforming the way they've done things. things for many, many years. They always need to have this sort of moment where it hits them personally. Because we can read about it in the news and in the media, which we do.
Yeah. Yeah. Oh yeah. Right. As part of our AI injuries. Part of our AI injuries. I mean, we're we're getting hammered with it every day. We're getting hammered with it every
Um, and until it becomes personal, it's not real. So um, you know, you referenced the story that I shared on stage, which is really a moment where um we've got a an AI strategy here at Encino where we have embedded intelligence within the workflow, built on a data foundation, and we've been serving up AI solutions now for over a year to our customers. And I've been pushing our teams hard to deliver on the promise. And at the same time, I really challenged myself recently and said, well, what are we doing differently to run our company? I'm telling everybody to help banks run their institutions differently. And so I thought about my routine. I just thought about how I manage the business, the set of metrics, dashboards, KP.
how I get that information. And in that moment, I just said, let's start now, right? Let's start now. You know, we we leverage Claude internally from Anthropic. Every every employee at the company has a license for Claude.
Wow.
Um including the CEO.
That's a that's a big commitment because that opens the door to some risks. But it's interesting that you say that. We're gonna talk about that a little bit later about and you have to manage.
And you have to manage the costs and you have to get the outcomes. Um, but including the CEO, right? And so, you know, I I said, all right, so I sat down um and I started iterating with AI um the the first draft of what I call our CEO agent stack. And so instead of assigning that out, and and actually when I first interacted, guess what the recommendation was from Claude? Have your chief of staff do this.
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Chapters
8 chapters
1
What does the new research reveal about banks’ expectations for a dual‑workforce of humans and AI?
0:11–4:16
2
How did Sean Desmond build his “CEO Agent Stack” with Claude in under 90 minutes?
4:16–7:53
3
Why is collapsing the traditional commercial‑lending org chart important for banks?
7:53–12:37
4
What challenges do banks face when moving AI tools from sandbox to live production?
12:37–17:21
5
How can an agentic operating model give banks an edge in upcoming M&A consolidation?
17:21–21:43
6
What cultural and governance obstacles prevent banks from tying AI investments to revenue?
21:43–26:36
7
How does nCino’s platform unify data and agents across onboarding, loan origination, and portfolio monitoring?
26:36–30:55
8
What practical steps should banks take today to start realizing AI‑driven revenue growth?
30:55–35:12