The financial services industry has had to move a little bit more cautiously than some others in its applications of new technology, including automated and agentic software solutions. Because of compliance concerns and entrenched silos in these long-established businesses, new tech opportunities have a high bar to clear to gain adoption. Still, they have been finding success in customer service, internal process automations and skill development.

“We decided to address customer service, and we're doing that from the inside out,” Tim Farrell, SVP, director of business process management at Middlesex Savings Bank in Massachusetts, said at the Druid Symbiosis conference last week. “We have an extensive knowledge base that we're putting in place right now.”

As a 190-year-old bank with a gre

See Full Page