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Investing can be intimidating, especially if you're doing it for the first time. Where do you start? Which products make sense for you? And how do you know you're making the right decision? That's why I found the third demo from Backbase ENGAGE in London particularly interesting. It shows how Conversational Banking can make investing a lot more approachable. Instead of expecting customers to understand different investment products or figure out where to go in their banking app, the experience starts with a simple conversation. The customer explains what they're looking to achieve, and the AI helps guide them toward the relevant investment journey. What I like about this is that it puts the customer's goal first, rather than making them figure out the bank's products and processes. And I think that's an important shift in how banks should be thinking about digital experiences. But there's another side to this. Not every banking journey should be handled entirely by AI. Sometimes, customers need to speak to someone, especially when decisions become more complex or personal. That's exactly what I'll be sharing in the next demo. For now, here's the Conversational Banking for Digital Investing journey we showcased at ENGAGE.

Imagine opening your banking app and simply telling it what you want to do, instead of going through multiple menus trying to find the right option. That's what caught my attention about the Conversational Banking demo at Backbase ENGAGE in London. And it's the second demo I wanted to share from the event. We've all seen AI chatbots in banking, but most of them are still focused on answering questions or directing customers somewhere else. What's interesting here is that the AI goes a step further. It understands what the customer is trying to achieve, connects them to the right banking journey, and helps them actually get it done. I think that's where things start to get exciting. Because at the end of the day, customers don't really care how many features their banking app has. They just want to get things done quickly and easily. Here's the Conversational Banking demo from ENGAGE. Next, I'll share how this same approach can make a difference in one of the more complex areas of retail banking: investing.

For those who couldn't make it to Backbase ENGAGE in London, I thought I'd share a few of the demos we showcased over the next couple of posts. I'm starting with the Banking OS, because it really ties everything else together. One thing I've noticed from conversations with banks across the region is that technology itself isn't necessarily the problem. Most banks already have plenty of it. The challenge is getting all those systems to work together without adding more complexity every time they want to introduce something new. That's where the Banking OS comes in. It connects customer and employee experiences, banking journeys, workflows, AI agents, and the systems banks already have in place. And to me, that's what makes it interesting. It's not just about improving one journey or launching another digital feature. It's about having the foundation to keep improving and building on what you already have. Here's the Banking OS demo from ENGAGE. Next up, I'll share one of my favorite demos from the event: how banking looks when the experience starts with a conversation rather than navigating through menus.

💡 Immagina di aprire la tua app bancaria e di dirle semplicemente cosa vuoi fare, invece di navigare tra decine di menu alla ricerca dell'opzione giusta. È proprio questo che ha catturato l'attenzione di tutti durante la demo di Conversational Banking durante il Backbase ENGAGE a Londra. Ed è la seconda demo dell'evento che ci tenevo a condividere. Abbiamo visto tutti i chatbot basati sull'IA nel settore bancario, ma la maggior parte di essi si limita ancora a rispondere a domande semplici o a reindirizzare i clienti altrove. La cosa interessante qui è che l'IA si spinge un passo oltre: comprende ciò che il cliente sta cercando di ottenere, lo collega al percorso bancario corretto e lo aiuta a portarlo effettivamente a termine. Ed è qui che le cose iniziano a farsi davvero interessanti. Perché, alla fine della fiera, ai clienti non importa quante funzionalità abbia la loro app bancaria: vogliono solo fare ciò di cui hanno bisogno in modo rapido e semplice. Prossimamente condividerò come questo stesso approccio possa fare la differenza in una delle aree più complesse del retail banking: gli investimenti.

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