In this episode of the CX Insider Podcast, we’re joined by Monika Kashyap, Head of Decisioning and Omnichannel at HSBC UK, for a wide-ranging conversation on how commercial banking is evolving — and what the future of customer experience will look like as we approach 2030.
Drawing on over 25 years of experience across banking, telecoms, insurance, and consulting, Monika shares how the industry is shifting from transactional models to customer-centric ecosystems powered by data, empathy, and augmented intelligence.
Episode Summary
.
Trust, Insight, and Relationship: What Customers Really Value
When it comes to choosing a commercial banking partner, Monika believes three factors matter most: trust, meaningful insight, and relationship quality.
Customers no longer see banks as purely transactional providers. Instead, they expect proactive support, relevant guidance, and a partner that can help them navigate complexity whether they’re a sole trader, SME, or global corporate. If an issue arises, the expectation is simple: the bank should help solve it quickly and clearly.
As digital banking becomes the norm, particularly through mobile and online platforms, the quality of the experience ,not just the product ,becomes the true differentiator.
AI as Augmented Intelligence, Not Replacement
A central theme of the discussion is the role of AI in modern banking. Monika reframes artificial intelligence as augmented intelligence — technology designed to support human decision-making, not replace it.
At HSBC, AI is used alongside business rules and human expertise to guide customers through journeys, route queries efficiently, and surface relevant insights at the right moment. Crucially, there is always a human in the loop.
Transparency remains key. Whether it’s a credit decision or a product recommendation, customers must understand why a decision has been made. AI may handle repetitive tasks, but relationship managers remain essential in turning insight into clarity and confidence.
Looking Ahead to 2030: Proactive, Predictive, Human
Looking to the future, Monica predicts that by 2030 banking will be far more proactive and predictive. Banks will increasingly anticipate customer needs using real-time behavioural insights, rather than waiting for problems to surface.
AI will become largely invisible — working behind the scenes, surfacing guidance when needed, and augmenting human judgement rather than replacing it. What will remain uniquely human is emotional intelligence.
As Monika puts it, the banks that succeed won’t just be the most technologically advanced — they’ll be the ones that embed empathy into their processes.
.
To find out more about Monika check out our full episode – available on all your favourite channels. Now including YouTube!
This article summarises “by 2030 banking will be more proactive”
.
Written by Tamil-Anne Jhala