How disruptive tech is reshaping the financial services industry
The financial services industry is increasingly using disruptive technology—including AI and machine learning, edge computing, blockchain, mobile and mixed reality, virtual assistants, and quantum computing to name a few—to enhance the customer experience and personalize their interactions with customers. The same is true at American Express.
Swatee Singh examines broad trends in financial services with respect to leveraging disruptive technologies. She also highlights specific examples of how American Express uses these technologies; for example, using mixed reality to enhance the customer experience, personalizing customer service interactions through AI and ML, and employing Alexa integrations to streamline purchasing journeys.
Swatee Singh is the vice president of the big data platform and the first female distinguished architect of the machine learning platform at American Express, where she’s spearheading machine learning transformation. Swatee’s a proponent of democratizing machine learning by providing the right tools, capabilities, and talent structure to the broader engineering and data science community. The platform her team is building looks to leverage American Express’s closed loop data to enhance its customer experience by combining artificial intelligence, big data, and the cloud, incorporating guiding pillars such as ease of use, reusability, shareability, and discoverability. Swatee also led the American Express recommendation engine road map and delivery for card-linked merchant offers as well as for personalized merchant recommendations. Over the course of her career, she’s applied predictive modeling to a variety of problems ranging from financial services to retailers and even power companies. Previously, Swatee was a consultant at McKinsey & Company and PwC, where she supported leading businesses in retail, banking and financial services, insurance, and manufacturing, and cofounded a medical device startup that used a business card-sized thermoelectric cooling device implanted in the brain of someone with epilepsy as a mechanism to stop seizures. Swatee holds a PhD focused on machine learning techniques from Duke University.
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