Member Exclusive,
Servicing 2.0
- The core philosophy behind Amex’s servicing approach is "relationship servicing," which centers around viewing the entire customer relationship as a holistic journey.
- This piece unpacks the inner workings of Amex’s servicing model, the internal teams driving it, and the company’s plans to weave generative AI into the system.
Sara Khairi | August 28, 2025
Making better partnerships
- The era of fintech versus traditional finance is ending as companies that once promised to replace banks now power their most critical systems.
- From Coinbase enabling J.P. Morgan's blockchain experiments to SoFi routing payments through Bitcoin rails, the real winners are becoming the invisible infrastructure that makes modern banking possible.
Summer Dellacqua | August 27, 2025
Artificial Intelligence,
Member Exclusive
- Major banks like Bank of America, Citizens, and JPMorgan are actively deploying Gen AI tools for employee productivity, but nearly 70% of AI use cases don't have any reported outcomes or measurable ROI.
- The lack of results stems from difficulty separating Gen AI progress from overall growth, challenges in mapping cost impacts from internal efficiency gains, and an inability to translate the AI hype into consumer and societal impact.
Rabab Ahsan | August 26, 2025
10-Q,
Member Exclusive
- The digital banking story in 2025 is a mix of triumph and tension.
- In 2024, talk in digital banking centered on neobanks facing higher rates, fading VC, and stiff competition. Mid-2025 shows the outcome: yes, but only a handful.
Sara Khairi | August 25, 2025
Member Exclusive,
Numbers with Narrative
- Millennials, followed by Gen Z, are the most confident with generative AI, with up to 90% saying they’re comfortable using it at work, McKinsey reports.
- How can leading institutions and their C-suites harness Millennials’ confidence with AI to drive adoption, upskill teams, and stay competitive?
Sara Khairi | August 21, 2025
