Doreen Chee ← Back to the film

Perspectives

AI, digital engagement and digital products in banking.

Perspectives by Doreen Chee, drawn from delivery in banking channels across web, mobile and chatbot.

AI

Set the number before you build the modelMost bank AI is live without a result attached. The fix starts before the build. From segments to one customerWhat a personalised offer engine needs underneath it, layer by layer.

Digital Engagement

Digital adoption is a behaviour problem, not a feature problemHow annual digital adoption reached the 85%+ range, and what moved it. Lead with thanks: engagement that starts by givingWhat gratitude-first campaigns and gamification taught me about customer engagement.

Digital Products and Channels

A mobile app revamp starts with listeningHow 600+ voices shaped a consumer banking app before customers saw it. You cannot improve a channel you cannot seeWhy analytics instrumentation is the first product decision in any banking channel.

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