ProSight SCB Forums Presentation: Rewiring Revenue: Why Human Advice Is Banking’s Secret Weapon in a Digital World

 Event Date & Time:
 November 6, 2025 1:00 p.m. - 2:00 p.m. CT

Transformation is happening faster than bankers can respond, knowing where to invest will be key in driving future revenue.

The banking industry is undergoing a profound transformation driven by technological advances, evolving customer expectations, and new competitive pressures. Traditional revenue models and service delivery methods are being challenged by open banking, digital assets, AI, and rising operational costs.

This session underscores that the future of banking lies in seamlessly integrating technology with human-centered service, creating value through personalized advice, ecosystem participation, and innovative revenue models. Bankers who lead this reinvention will position their institutions for sustainable growth and relevance in the decade ahead.

Key takeaways include:

1. Emerging Business Models Will Redefine Banking Revenue Streams

Banks must move beyond traditional interest and transaction fees to embrace platform-based ecosystems, embedded finance, and fee-based advisory services. This shift opens new revenue opportunities through integrated financial services delivered seamlessly within customers’ daily digital environments.

2. Humanizing the Customer Experience Is a Strategic Imperative

Despite advances in AI and automation, customers increasingly desire meaningful human interaction, especially for complex financial decisions. Banks that prioritize advice-centric models and hybrid engagement—combining digital convenience with accessible human advisors—will build stronger trust and loyalty.

3. AI Chatbots Present Both Opportunities and Risks

While AI-driven chatbots can improve efficiency and availability, poorly implemented systems risk frustrating customers, eroding trust, and attracting regulatory scrutiny. Banks must use AI to augment human service rather than replace it, ensuring empathetic, accurate, and timely support.

4. Success Requires Strategic Clarity, Operational Agility, and Cultural Change

Reinventing the banking model demands clear strategic focus on viable business archetypes, investment in advanced technologies like AI and data analytics, and a culture that embraces continuous transformation. Banks must also balance digital innovation with personalized service to meet diverse customer needs across channels.