Hello Reader,

Here's what we're talking about with clients this week:

1. Banking on AI: Revolutionizing customer experience

Source: McKinsey​

Financial services are undergoing a radical transformation as AI enables seamless, personalized banking experiences. McKinsey experts at the Asia AI & Data Summit explored how multiagent systems and full-stack AI integration are reshaping customer interactions and trust in digital banking.

• Multiagent systems breakthrough: Complex AI workflows now automate tasks like humans would, moving beyond simple chatbots to create sophisticated customer experiences through teams of machines working together.

• Hyperpersonalization at scale: Future AI banks will deliver level-five personalization, bundling traditionally siloed products seamlessly based on individual customer needs while maintaining omnichannel consistency.

• Trust through transparency: AI enhances both customer safety and bank risk management by providing deeper insights into customer behavior, fraud prevention, and streamlined Know Your Customer processes.

2. Still Pushing Pixels? The Future of UX Is Building Your Own AI Tools

Source: Medium (@jdvorheis)​

AI-powered design tools are reshaping UX workflows, moving beyond pixel-perfect mockups to intelligent systems that solve real user problems. Forward-thinking designers are building custom AI solutions rather than waiting for off-the-shelf products to catch up.

• From pixels to intelligence: UX designers stuck in traditional tools miss opportunities to create adaptive, data-driven experiences that respond to user needs in real-time.

• Build vs. wait mentality: Rather than hoping for better commercial tools, innovative designers are crafting their own AI solutions to automate workflows and generate insights.

• Competitive advantage through simplicity: Custom AI tools eliminate redundant tasks, empowering teams to focus on strategic design decisions that elevate user experiences.

3. Dealing with Feature Requests, AI’s Dehumanization Problem, AI in UX Research

Source: Medium (Design Bootcamp)​

Efficient product teams need strategies for managing feature requests while maintaining focus. Meanwhile, AI’s growing presence in design raises concerns about dehumanization and research quality.

• Feature request management: Smart teams create systematic approaches to evaluate and prioritize requests, ensuring resources align with core product vision rather than reactive development.

• AI’s human cost: As AI tools proliferate in design workflows, teams risk losing the empathetic, nuanced understanding that comes from direct human interaction and observation.

• Research transformation: AI accelerates research analysis but requires careful implementation to preserve the qualitative insights and contextual understanding that drive meaningful customer experiences.