Digital banking – AI Platforms & Embedded Finance

The year was 1995. Wells Fargo became the first major bank to give their customers online access, enabling them to create accounts, check their balances and review their bank statements.

Fast forward 30 years. The customer you serve today wants to conduct every aspect of their banking digitally, whether their money is at rest, moving through the payments system or working for them in the capital markets. If that customer perceives that your institution isn't up to the digital challenge, they may move to a bank that is.

Everything all in one place

Consider the experience of the mid-90s customer. They endured fragmented banking with multiple logins, conflicting information at different touchpoints and blind spots that left them guessing whether their payment would reach their creditor by the due date. Doing their best to embrace online banking, they gritted their teeth in frustration as they entered the same basic information repeatedly.

Now contrast that with the 2025 customer. They demand a single source of information, whether opening a new account, making a payment, analyzing their spending, responding to a fraud notification or any of a hundred other financial tasks. They expect zero friction, no paperwork and efficient, prepopulated fields that let them get the job done and get on with their day. As for customer service, they've made their peace with automated troubleshooting, but they need to know that, at the end of the day, there's a human to talk to when digital methods don't measure up.

Despite the passing of three decades, all this is where many banks are still falling short.

The faster path to digitalization

To meet this need, the industry is steadily moving to single, integrated digital platforms that serve as data-powered hubs, with every transaction and interaction passing through them. Modular in design, these AI-driven platforms comprise an ecosystem of interconnected capabilities that allow you to digitalize your bank over time without resorting to a piecemeal approach.