La IA en la banca mediana: cómo innovar sin perder la esencia

Kutxabank, Ibercaja and Banca March's CEOs have highlighted the importance of personalized attention in banking services amidst the advancement of Artificial Intelligence (AI). Eduardo Ruiz de Gordejuela, Victor Iglesias, and Josè Luis Acea emphasized that AI can help entities like theirs, which are less complex and focused on serving clients, to better serve their customers. They warned against homogenization of services and urged adaptation to the disruptive AI revolution.

The CEOs revealed that their respective banks have initiated an AI adoption strategy in three layers. The first layer involves forming a team of AI specialists to introduce and coordinate the technology. The second layer focuses on employees, who are being trained to use the new solutions effectively. The third layer aims to provide AI tools to all employees for consistent application across the organization. This strategy, launched within the last six months, has already generated almost 1,000 AI prompts and agents.

Victor Iglesias, CEO of Ibercaja, explained that AI should be integrated into their retail business model, not as a separate technological project. AI applications can offer process agility, personalization, and assist in managing cybersecurity and fraud risks. However, they emphasized that human expertise is still crucial, especially in managing clients' assets and providing tailored advice.

Josè Luis Acea, CEO of Banca March, stressed the need to carefully choose technological priorities and avoid becoming "smart followers." Despite their limited resources, banks should focus on tested technologies and maintain their unique identity and approach to banking. They highlighted that their foundation's social work, driven by bank dividends, plays a significant role in differentiating their operations.