Bank customers, while embracing AI, call for human customer support

Consumer comfort with AI tools has reached an "inflection point," TD Bank's Ted Paris said, but they still want human agents to keep an eye on AI recommendations.

By Kristen Doerer • March 31, 2026

Citizens’ Coughlin talks ‘overwhelming’ pace of AI change

As the lender uses AI to reshape operations through its Reimagine the Bank program, “the nimbleness around it has been pretty intense,” President Brendan Coughlin said.

By Caitlin Mullen • March 27, 2026

Explore the Trendline➔

Artificial intelligence

Banks’ focus on AI has shifted from a “cool-toys” mentality to one that sees the technology as a foundational pillar underlying finance and society itself.

By Banking Dive staff

Bank of America’s wealth management firms roll out AI tool

AI-Powered Meeting Journey leans on Salesforce CRM data to gather materials, summarize meetings and provide natural language assistance to financial advisers.

By Makenzie Holland • March 27, 2026

VALT Bank gets conditional OCC charter

The bank must raise $25 million prior to opening and maintain a 9% tier 1 leverage ratio for its first three years thereafter.

By Gabrielle Saulsbery • March 25, 2026

HSBC introduces AI role to the C-suite

The bank cited generative AI as a key investment area this year, noting that 85% of employees have access to the technology.

By Makenzie Holland • March 25, 2026

U.S. Bank arms designers with AI tool

The tool, developed in-house, is bolstering efficiency and quality, the Minneapolis-based bank’s head of experience design said.

By Caitlin Mullen • March 25, 2026

Mastercard bets AI-powered virtual CFOs can fix small-business gap

The company’s new “virtual CFO” tool is tailored for “lean teams” and designed to augment – not replace – human leadership, Mastercard’s Mark Barnett said.

By Alexei Alexis • March 24, 2026

AI in banking ‘not a silver bullet’: analyst

Lenders are clamoring to realize the benefits of AI, but it's “a long, expensive and risk-constrained transformation,” Wells Fargo’s Mike Mayo said.

By Caitlin Mullen • March 23, 2026

Crypto.com lays off 12% in AI push

“This new foundation sets us up for continued success,” wrote CEO and co-founder Kris Marszalek, who founded the Singapore-based crypto exchange in 2016.

By Gabrielle Saulsbery • March 19, 2026

Banks struggle to scale AI as legacy tech devours IT budgets

With AI initiatives stuck in the pilot phase, more than 80% of executives are failing to see anticipated gains from investments, a Capgemini report found.

By Makenzie Holland • March 17, 2026

JPMorgan sued over $328M crypto ‘Ponzi’ scheme

Despite red flags, Chase “turned a blind eye and continued servicing the accounts used to perpetrate the fraud, earning substantial fees from the hundreds of millions of dollars” it touched in a Florida-based crypto scheme.

By Gabrielle Saulsbery • March 17, 2026

MoCaFi files for bankruptcy

The fintech, aimed at serving the unbanked and underbanked, failed to recover following the loss of a major program that had been “central” to its revenue model, its CEO said.

By Gabrielle Saulsbery • March 16, 2026

Bank regulators warn of increased cyber risk from Iran war

California and New York agencies urged lenders to practice heightened cyber awareness amid the military strikes on Iran, saying “recent events warrant vigilance.”

By Caitlin Mullen • March 12, 2026

Kraken receives Fed master account, in a first for crypto

Access to the Federal Reserve’s payment system has long been a dream for cryptocurrency firms, including Custodia Bank, which has sued the central bank in pursuit of access.

By Gabrielle Saulsbery • March 4, 2026

Zions Bancorporation sees executive shuffle

Jennifer Smith, Zions’ chief technology and operations officer who also serves as CIO, is leaving, the Salt Lake City-based bank confirmed Tuesday. Two executives will split her duties.

By Dan Ennis • Updated March 4, 2026

TD eyes $150M in cost reductions – with help from AI

A core tenet of the bank’s AI strategy is to “build once and use many times,” CEO Raymond Chun said.

By Makenzie Holland • March 3, 2026

Morgan Stanley brings trust charter pursuit into the mainstream

The banking behemoth’s application lands at the OCC as a flurry of fintechs vie for the same license. Morgan Stanley has recently partnered on a crypto trading effort and filed paperwork for holdings of three digital currencies.

By Dan Ennis • March 2, 2026

HSBC names generative AI a leading investment area

The London-based bank plans to use the technology for employee assistance, process reengineering and customer experience.

By Makenzie Holland • Feb. 27, 2026

KeyBank wants 10% boost in its commercial-banking workforce

After hiring a Kansas City-based family office team, the Cleveland-based regional seeks to add commercial bankers in New York, Chicago, Southern California and Atlanta.

By Caitlin Mullen • Feb. 26, 2026

How the Fed is making AI ‘durable’

Fed Gov. Christopher Waller likened the rise of AI to the advent of ATMs, which shifted “human effort” to higher-value work. But fellow Fed Gov. Lisa Cook warned of labor market “costs” tied to AI adoption.  

By Caitlin Mullen • Feb. 25, 2026

Payoneer applies for OCC’s national trust bank charter

The cross-border platform joins the influx of fintechs seeking banking licenses to issue and custody stablecoins. The OCC has conditionally approved at least seven trust bank charters since December.

By Dan Ennis • Feb. 25, 2026

Banks boost venture capital deals to scale AI

Wells Fargo and Citi topped the leaderboard for AI VC investments as the financial services industry works to build and scale the technology.

By Makenzie Holland • Feb. 23, 2026

TD’s US head of AI weighs in on agents

Successful AI projects hinge on envisioning the full production environment where employees and customers will engage with the technology, Ted Paris said.

By Makenzie Holland • Feb. 18, 2026

How stablecoins are finding a foothold

The digital currency’s earliest use cases are focused mostly on cross-border payments and peer-to-peer remittances.

By Justin Bachman • Feb. 18, 2026

Capital One’s commercial bank zeroes in on middle market

The lender aims to give that “underserved” segment a steady focus amid big banks’ inconsistency, an executive said. But CapOne faces competition from regional banks stepping up to serve the middle market, too.

By Caitlin Mullen • Feb. 17, 2026