Data overview

Originally founded by four brothers (of which one, Bob Bankinger, is still alive) 50 years ago, the fictional company BigBank today operates in the US, Germany, UK and Nordics. Their success recipe has been relentless focus on customers, with a name relationship manager assigned to everyone, combined with an internal family-like culture. This has allowed them to attract affluent and profitable customers especially for mortgages and wealth products.

When digital came 20 years ago, BigBank initially wanted to “ride it out” but quickly realised their customers do want the convenience of carrying a bank in their pocket. They bought the necessary digital solutions from vendors and maintained a very lean internal IT department. Good for simplicity but meant they were poor and slow in differentiating with digital services.

One year ago BigBank decided to take a different approach with AI: they wanted to be in the forefront of change and launched “AI Advantage” as a large transformation programme. Led by Arthur Aiver, a rising star from their UK offices, this program was budgeted hundreds of millions of dollars and tasked with developing solutions like “AI banker” (clone the relationship managers as virtual avatars to enable “24/7 chat with your banker”), MaxBoss (replacing human middle managers with AI agents responsible for performance management and coordination - spearheaded in the US) and AI-assisted Product Development (insourcing software engineering, equipping them with latest vibe coding tools and letting loose on critical products and customer journeys - spearheaded in the UK).

However, one year later the initial buzz is starting to fade. The initiatives are not delivering value while costs are exceeding budgets. Some leaders are asking if they should cancel the whole thing and wait it out, like they did with digital. Others are urging to double down and sort out the mess to emerge as a leader.

Your consulting team was brought in to figure out how to proceed. The fate of BigBank is resting on your shoulders!

Data processing

You conducted 22 interviews over Teams across US, UK, Germany and the Nordics and uploaded the audio transcripts to Skimle’s workspace for automatic transcription. You did the initial “automatic analysis” where Skimle created a first pass of the categories, and are now ready to dig deeper into the data.

Team

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