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Hi Dharmesh, thanks for comment! 
Yes, you are right. I wanted to use the ChatGPT trend to generally discuss the possibility of integrating AI into banking use cases. But if we're talking about personalization, we're not just talking about offers. The first experience of using ChatGPT shows that it takes into account the context and history of requests, moreover, in some cases, it shows more empathy and patiently explains details that ordinary clerks usually ignore.
Of course, regulations at the moment will not allow AI access to all users' financial data for deep integration and personalization. But with the adoption of AI in everyday life specialization will increase and secure banking solutions will emerge, and we will be forced to change regulations to ensure progress and improve customer experience I believe.

I agree with you, a much is changed in the world especially because global digitalization and pandemic challenge. And I believe the percentage is changed also. But in financial services, especially traditional ones, this is still close to the truth. We research and communicate with dozens of financial institutions every month, and most of them believe they have good CX / UX, but negative feedback from their customers suggests otherwise.

It is a pity to see such a situation. But it makes me wonder what criteria banks use to choose a design agency, and how this can be dangerous. It is important to determine high ethics and competency standards on what financial products should be created. For our financial design agency UXDA, ethics and customer centricity are basic values, which make us a leading design agency in the financial industry.