Independent Banker - July 2024 - 69

Customers Bank's
dynamic AI strategy
In response to the growing prominence of artificial intelligence in everyday bank
operations, Customers Bank has embraced generative AI and developed an internal
training program to educate its employees on how to use it. By Judith Sears
nnovation is a core value at
$22 billion-asset Customers Bank
in Malvern, Pa. " Our DNA here at
Customers is to say, 'Let's take on
tomorrow,' " says chief information
officer Nick Harris. " We try to stay
out front to influence what we can
and lead so that we are wowing our
customers. We intentionally take on
ways to drive innovation. "
Customers has developed an
innovation framework that clusters
around four " I's " : inspiration,
ideation, implementation and
incrementation.
" For inspiration and creating
ideas, people need to see what's
possible and what are others doing
in this space and where does value
exist, " Harris explains. That's what
drew the bank to tackle artificial
intelligence (AI) head on.
Finding AI's value
Customers Bank has embraced
generative AI and the conversation
I
" We prompt employees to use AI to
optimize their day and find efficiencies.
How to use AI responsibly will be ubiquitous
for knowledge workers in the future. "
-NICK HARRIS, CUSTOMERS BANK
surrounding it. Shortly after
ChatGPT was first announced
in late 2022, Customers' C-suite
executives began sharing articles
among themselves via a private
social media group. They educated
themselves on the possibilities and
pitfalls of AI. " We decided that
there could be value in adopting
AI, " Harris reports.
Name:
Customers Bank
Assets:
$22 billion
Location:
Malvern, Pa.
The executives created an " AI
charter " that identified roles and
responsibilities. " We meet once
a month with a robust agenda
and discuss compliance, risk,
policy, procedure and use case
evaluations, " Harris says.
Executives also created a
roadmap for providing AI training
to all Customers Bank employees.
Since this " First Pass " training was
introduced in Q1, 2024, 99% of the
bank's employees have received
training in what AI is, how it is
evolving, where it might be headed
and the potential risks.
Tapping into potential
The community bank used thirdparty
training materials, such
as LinkedIn Learning, which
leadership tracked through an
internal learning management
system. However, they were not
satisfied with a one-shot exposure
to AI. Customers has followed
up with additional modules and
regular emails.
" We want to keep the momentum
going and have employees begin to
use the tool, " explains Harris. " For
example, we provide tips such as
how to engineer AI prompts. "
While the C-suite team
independentbanker.org // 69

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Independent Banker - July 2024

Table of Contents for the Digital Edition of Independent Banker - July 2024

Contents
Independent Banker - July 2024 - Cover1
Independent Banker - July 2024 - Cover2
Independent Banker - July 2024 - Contents
Independent Banker - July 2024 - 2
Independent Banker - July 2024 - 3
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