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Daniel Faggella

The AI in Financial Services is for non-technical financial services leaders looking to find AI opportunities, build an AI strategy, and deliver ROI.

Each week, Emerj AI Research team (and CEO Daniel Faggella) interview leaders from global financial services firms and unicorn AI startups to get to the heart of AI ROI - uncovering what’s working and what’s not working for FinServ leaders.

Visit our advertising page to learn more about reaching our executive audience of AI adopters in the world’s largest banking and insurance firms: https://emerj.com/advertise

AI in Financial Services Podcast

Today’s guest is Kyle Hathorn, Director of Customer Experience and Strategy at First National Bank of Omaha (FNBO). FNBO is a privately held, family-led financial institution with over $32 billion in assets and approximately 4,500 employees, offering personal, business, commercial, and wealth banking across eight Midwestern states, alongside a national reach through its credit‑card programs. Kyle joins Emerj Editorial Director Matthew DeMello to explore how banks can meet rising customer expectations while navigating economic uncertainty and digital transformation. Together, they unpack the unique challenges of delivering seamless, personalized experiences in a heavily regulated, multi-platform environment. From the impacts of inflation on customer loyalty to the cautious integration of AI, Kyle emphasizes the importance of trust, transparency, and alignment across product and data teams. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj’s flagship’ AI in Business’ podcast! If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Trust and Transformation in Banking CX – with Kyle Hathorn of FNBO

Today’s guest is Itumeleng Masunyane, Senior Vice President of Internal Audit at Amicorp Group. Together, they examine the shifting landscape of compliance and internal audit as organizations adopt more advanced forms of AI, including agentic systems. The conversation begins by outlining why traditional, manual audit processes often struggle to keep pace with evolving regulations across multiple jurisdictions—leading to inconsistencies, burnout, and heightened risk. Itumeleng explains how AI-driven automation and predictive modeling can help teams reconcile regulatory requirements, detect anomalies in real-time, and generate more reliable audit trails. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj’s flagship ‘AI in Business’ podcast! This episode is sponsored by Automation Anywhere. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Smarter Compliance Strategies for Regulated Industries - with Itumeleng Masunyane of Amicorp

Today’s guest is Sophia Qureshi, VP of Product Management for Fraud Solutions at Provenir. Provenir is a fintech company whose AI decisioning platform helps clients manage credit risk, prevent fraud, and stay compliant across the customer lifecycle. Sophia joins the podcast to discuss the evolving threat landscape and how AI is changing the balance of power. Later, she explains the ways fraud detection has traditionally relied on deterministic technologies like anomaly detection and how the rise of generative AI has enabled more sophisticated fraud tactics, from deepfake identity forgeries to large-scale phishing campaigns. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Multi-Faceted Fraud Response Strategies for Financial Services - with Sophia Qureshi of Provenir

What does it take to build truly intelligent customer experiences at enterprise scale? In this episode of the AI in Business podcast, Shardul Vikram, Chief Product Officer of SAP Application AI, returns to explore the critical role of generative AI in transforming CX across industries. From telecom to healthcare, Shardul breaks down how leading firms are aligning data strategy, automation, and personalization to drive measurable impact in both B2C and B2B environments. Shardul outlines SAP’s vision for “intelligent CX” — where AI doesn’t just automate tasks but bridges the gap between front-line support and back-office execution. Throughout the episode, he underscores how tools like SAP’s CX AI Toolkit and GenAI copilot (Juul) are helping service agents anticipate customer needs, detect anomalies in real-time, and reduce wait times without sacrificing trust or compliance. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj’s flagship’ AI in Business’ podcast! If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Proactive AI and the Evolution of Customer Experience in Finance - with Shardul Vikram at SAP

Today’s guest is Traci Mabrey, General Manager, Factiva at Dow Jones. In this episode, Traci joins Emerj Editorial Director Matthew DeMello to discuss how AI is accelerating research, improving personalization, and reinforcing the role of human expertise in high-stakes decision-making. The conversation explores the growing demand for structured, trustworthy insights across finance, compliance, and global markets — highlighting where automation helps and where human judgment remains essential. For business and data leaders, the episode offers a grounded perspective on how to navigate the balance between speed, scale, and accuracy in today’s information landscape. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj’s flagship’ AI in Business’ podcast! If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

The Power of Smart Summary for Faster Research - with Traci Mabrey of Factiva

Today’s guest is Traci Mabrey, General Manager, Factiva at Dow Jones. Factiva is a business information and research tool owned by Dow Jones & Company. It aggregates content from both licensed and free sources, providing organizations with search, alerting, dissemination, and other information management capabilities. Traci joins us on today’s show to discuss how Factiva is combining artificial intelligence with editorial oversight to deliver localized, relevant, and timely business intelligence. She explains how this human-plus-AI approach helps decision-makers navigate today’s complex global markets with greater speed and precision. Traci also highlights the importance of ethical content licensing, transparency in AI outputs, and evolving regulatory considerations as more enterprises embed generative AI into their workflows. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj’s flagship ‘AI in Business’ podcast! If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Business Intelligence Tools for Informed Decision Making - with Traci Mabrey of Factiva

Jim Palmer, Chief AI Officer at Dialpad, returns to the ‘AI in Financial Services’ podcast to discuss the next evolution in enterprise AI: agentic systems. These autonomous tools promise dramatic changes to how work is done, but only if grounded in real-world applications and use cases. Throughout the episode, Jim outlines how domain-specific data, rigorous back-office testing, and a layered trust framework help organizations move beyond hype cycles. Rather than focusing on full automation, he emphasizes augmentation, enabling human agents with AI-driven coaching, automated assistance, and context-aware insights. Click emerj.com/e2 for more information and to be a potential future guest on Emerj’s flagship ‘AI in Business’ podcast!

Why Domain-Specific AI Beats General Purpose Models in Financial Services - with Jim Palmer of Dialpad

Today’s guest is Jim Palmer, Chief AI Officer at Dialpad. Dialpad is an AI-powered communication platform offering unified calling, messaging, video conferencing, and customer support. It helps businesses improve team collaboration and productivity through scalable, efficient communication solutions. In this episode, Jim Palmer joins Emerj Managing Editor Matthew DeMello on the show today to discuss the evolution of AI in customer experience. With over 10 years of experience in AI solutions, Jim shares valuable insights into the challenges and opportunities businesses face in implementing human-centric AI. From overcoming disparate systems to measuring AI’s ROI, they dive deep into the practical aspects of AI integration and its impact on customer satisfaction. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Transforming Customer Experience with AI-Enhanced Contact Centers - with Jim Palmer of Dialpad

Today’s guest is Jessica Saperstein, Former CXO and CMO, Strategic Advisor, and Corporate Board Member at Church Mutual. Church Mutual is a leading provider of specialized insurance solutions for religious organizations, educational institutions, senior living communities, and nonprofit organizations. Jessica joins us on today’s program to explore the intersection of CX, digital transformation, and data-driven decision-making. With a career spanning financial services, pharmaceuticals, and travel, she brings a cross-industry perspective on customer-centric innovation. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Lessons from Retail and Healthcare for Financial Services CX Leaders - with Jessica Saperstein at Church Mutual

Today’s guest is Arpit Sarin, Vice President of Digital at Regions Bank. Arpit joins us to share insights into the evolving role of AI and data in financial services. Our discussion covers the challenges banks face in adopting AI-driven solutions and scaling them across diverse customer bases and how AI is transforming personalization, customer engagement, and financial advisory services. Arpit provides a deep dive into the intersection of AI, security, and customer-centric innovation, offering practical advice for financial leaders navigating digital transformation. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Navigating AI-Driven Digital Transformation in Banking - with Arpit Sarin of Regions Bank

The coronavirus is dominating the news, and we figured it was important to cover it as it relates to AI in financial services. This week, we discuss what chatbot adoption will like look during and after the pandemic.
 
Our guest is Nat Cartwright with Finn AI. She speaks about viable use-cases for AI in customer service and where she thinks those priorities will become more important as we start to pull out of this economic moment we see ourselves in.
 
We also put together a report on AI priorities as they relate to coronavirus, the AI Business Continuity Action Plan, and we're giving it away free with the first month of Emerj Plus at emerj.com/ap1.

The Effect of the Coronavirus on AI in Customer Service - With Nat Cartwright of Finn AI

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