There’s lots of hype in the marketplace about how AI is taking over – and while the promise is that AI can help personalize customer experiences at scale, community banks are worried that it will actually make customer service feel more generic and less personal.

This week, Chris and Dan talk with Sharveen Kumar, former NVIDIA-backed founder and ex-marketing leader at Amex, about the opportunity for banks to use AI to gain more personal touch with AI. By using AI in the right ways, it takes the mundane, repeatable tasks off your plate and actually creates more opportunities for you to do what you do best: build customer relationships.

Main Topics Covered

· Personalization is the differentiator: banks have rare, long-term 1:1 relationships—most banks focus on protecting and scaling that edge.

· Start with data, not tools: CRM usage, clean legacy data, and connected sources are the foundation for any AI win.

· Beware shiny objects: many enterprise AI POCs fail; map processes and decide where AI should (and shouldn’t) play.

· Where AI actually helps: automate the 30–40% “one-liner” service requests so teams can focus on deeper conversations.

· Practical workflow moves: capture conversation notes, let AI surface opportunities, and free humans for high-value outreach.

· Tiered experiences without losing the human touch: segment service levels thoughtfully, then invest saved time into relationship banking.

Books Mentioned

· On the Road — Jack Kerouac

· Breath: The New Science of a Lost Art — James Nestor

Guest Bio

Sharveen is a former NVIDIA-backed AI startup founder, now pioneering multi-agent solutions for finance and technology enterprises. He previously led marketing at global powerhouses including Singapore Airlines, American Express, LinkedIn, and The Trade Desk. Beyond building companies, Sharveen invests in emerging ventures and mentors the next generation of professionals.

https://www.linkedin.com/in/sharveenkumarl/

Links & Resources

Website: bankmarketingshow.com

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Contact Chris and Dan: contact@bankmarketingshow.com