Siti Rahman, CEO of NVF Bank in Malaysia, is facing a critical decision regarding the future of the bank. A new hire from Google, the head of AI innovation, has presented an ambitious plan to transform the traditional bank into an AI-first institution. This plan would require a significant investment but aims to streamline operations, including reducing staff and the number of branches. However, the bank's CFO expresses concerns about chasing trends and prioritizing efficiency above all else.
Siti must consider the bank's past experiences with AI, the resistance to losing the human touch in banking services, and the risk of falling behind in technology. It is crucial for her to balance these factors against the need for a careful and gradual approach to innovation. To assist in her decision-making process, Siti seeks advice from two experts: Noemie Ellezam-Danielo, the chief digital and AI strategy at Société Générale, and Sastry Durvasula, the chief information and client services officer at TIAA.
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