This episode of the Deep Banking podcast features Martin Frick, CEO of Moneythor, and Mohammed Wassim Khayata, CEO of Al Maryah Community Bank, in a forward-looking discussion about how technology and mindset are redefining customer experience in modern banking. They explore the rise of digital-first banks, shifting customer expectations, and how deep banking and AI are empowering banks to provide highly personalized, proactive, and holistic financial services.
Wassim shares how Al Maryah Community Bank leverages technology like AI to deliver innovative solutions well beyond traditional banking. He emphasises the importance of moving past legacy structures and siloed thinking, highlighting how new banks are more agile and are able to respond quickly to evolving customer demands for instant, mobile, and transparent services. The conversation also touches on the shift from demographic segmentation toward real-time, behaviour-based personalisation, with technology enabling proactive advice and wellness-focused offerings.
Key takeaways include:
- Cultural transformation is just as crucial as technological change when adopting AI and deep banking principles.
- Proactive, data-driven engagement and financial wellbeing will be core to future bank-client relationships.
- Successful banks will combine innovative tech like agentic AI with holistic, tailored experiences, while focusing on change management, quick wins, and regulatory readiness to drive deeper customer loyalty and organisational impact.