Rising demand for digital has made competition between incumbent and challenger banks more intense than ever. But who is winning the battle for consumers, and in what areas? Temenos and the Economist Intelligence Unit have sought the answers in a groundbreaking new report "Customer experience: learning from online personal finance conversations". This used machine learning to analyze over 10 million online conversations about personal finance. The report concludes that customer experience and engagement including personalization is top priority for challengers and incumbents alike.

AI is changing the face of the banking industry. How can banks meet the governance challenges and take advantage of this game-changing technology? To create this report, the EIU conducted a global regulatory review of over 25 reports and summarized the main issues raised by regulators on the topic of managing AI risks in banking. These documents were published in the last three years by banking and financial sector supervisory authorities, central banks and supranational institutions, universities and consultancies.