Cyber, AI, and identity: Elevating secure digital banking journeys [44:37-47:24]

AI will enable reduce the friction and increase the customer experience as they come into the branch right that's what I my prediction is because you know gone out of the day like when you go in then it takes a lot of time and you know they have to take documents scan them do all that not you can do self-service even in-person right they'll guide you they'll show you the verifications I get done very quickly or they can do it with their you know even in the branch with a phone or an iPad or whatever tools that they're using make a smoother experience where AI will come in my prediction is it will help them in better suitability of products better offering a good experience and customizing that interaction customer education right you and people come into the branch you have an opportunity to even talk about fraud and and no not everybody likes to talk about it for hours as I do but you know certainly you know it gives you the opportunity to have a conversation most of the branches I've gone through have these posters up about all the scams warning you big posters that say be careful right it gives you that opportunity that awareness and it starts educating customers and again different customers different types of risks now when you go meet somebody they will know you know your background your you know a little bit more about you such that now AI can even help customize that fraud experience and protect you further yeah I just I totally agree with both comments I think customer experience is going to be absolutely key in this agentic area era how can customer experience transform become even more personalized more tailored to the specific needs of what the individual is experiencing in person I think what's cool about the in branch experience is it's innately human at the end of the day and I think people are going to want that still you know in this world of agentic and automation identity plays a critical role in helping to recognize individuals and then of course helping to tailor the experience by understanding people's preferences and so that can help really shape the customer experience in branch awesome thank you Peter and I think this brings us to to the last question which in a way you all have already answered but I'll ask again which is looking ahead in 2026 what is your prediction for the future of banking innovation what major advances or challenges do you anticipate from both an industry and technology perspective