Featuring

Aurelie L’Hostis, Principal Analyst

Show Notes

AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Martin Gill speaks with Principal Analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI assistants for banking queries, why trust is shifting, and how AI‑powered search is reducing human traffic to brand websites. She also outlines the coming rise of agent‑to‑agent interactions and the backstage capabilities that banks must develop before conversational banking can scale. We discuss:

  • How AI powered search alters CX, discovery paths, and KPIs.
  • Why customers trust third-party tools more than bank-owned assistants.
  • What “agent ready” experience design requires.
  • The implications of zero-click journeys for marketing and measurement.
  • How to build the data and tech foundations for conversational banking.