Kim Bynan: Customer expectations should be the core of a financial institution's strategy. One of the areas that we continue to get high demand for is the ability to use self-service tools. In our always-on, high-demand environment, consumers require speed and convenience.
 
AI can significantly help financial institutions hit those customer expectations without increasing cost.
 
Institutions do need to be mindful of the technology partner that they pick. The technology partner not only has to bring the innovation and the technology, but they have to be known in the industry. They have to have a good reputation. They have to have referenceable clients, and they have to be an overall good culture fit for your company.
 
As fraud and cyberattacks continue to become more sophisticated, financial institutions must strike the right balance between the use of technology and upskilling human capabilities.
 
The AI is able to manage volumes of transactions and data that far exceed human capabilities, so the mix between technology and humans is a must.
 
In addition, financial institutions need to keep a pulse on what's going on in the industry. They need to talk to their peers. They need to talk to their competition. They need to talk to their partners to make sure that they're aware of recent security threats, recent fraud patterns and recent vulnerabilities that will help them educate their teams on how to respond quickly and effectively to these threats.