APRIL- JUNE 2022BUSINESSMANAGEMENTREVIEW.COM8OPENIONIN MYAUGMENTED INTELLIGENCEIS IMPROVING THE CUSTOMER EXPERIENCEAt U.S. Bank, customers and their experiences with us are central to everything we do. As we evolve with our customers, "One U.S. Bank" is the guiding principle that is transforming U.S. Bank for our employees and customers, and the use of Artificial Intelligence is driving that transformation.In the past, we faced significant challenges in delivering a unified customer experience. Business lines were siloed, customer information existed in disparate systems and employees had different understandings of customers' needs and expectations. A customer could have savings and checking accounts, a mortgage, credit cards, small business loans and family wealth being managed by U.S. Bank--but would be engaging with employees who had an incomplete and inconsistent picture of his or her current and future needs. At the same time, the expectations of banking customers are being shaped by their experiences with companies like Apple, Amazon and Disney, which offer comprehensive assistance, recommendations, advice and transparency 24 hours a day, 365 days a year. "Our customers don't compare us with other banks, they compare us to whoever By Tom Lutz, Senior Vice President & Chief Procurement Officer, U.S. Bancorp [NYSE: USB] Tom Lutz
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