In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Nathan Pearson, GM, Financial Services at PolyAi, to trace the evolution of personalized banking. From branch tellers and ATMs to digital channels and AI-driven experiences, they explore how banks have historically balanced scale, efficiency, and trust, and why personalization has always been central to customer relationships.
The conversation looks at why personalization has always mattered in financial services, how each new channel changed customer expectations, and what today’s AI moment has in common with past shifts. While technology keeps changing, the core challenge for banks hasn’t: delivering personal, trusted service at scale.
Together, they discuss:
The big takeaway: while tools keep changing, the goal hasn’t. Customers still want banking experiences that feel personal, reliable, and easy — even when they’re powered by automation.
If you’re thinking about how AI should support (not replace) personalization for your business, be sure to tune in.
