This 2025 interview with Jurissa Neuterlings, Chief Digital Officer at ABN AMRO Bank, explores how the bank is enhancing AI-powered mobile customer journeys while maintaining trust and security.
Neuterlings explains that integrating AI introduces new challenges, particularly in ensuring systems remain accurate, controlled, and secure. The bank is actively testing guardrails and cautiously deploying generative AI. Its mobile app remains the primary interaction channel, offering a secure, authenticated environment for customers.
A major priority is simplifying user experiences while balancing essential security measures. Although customers expect fast and seamless services, safeguards like waiting times and spending limits introduce necessary friction to protect users. The bank also adapts its services to different customer groups to ensure accessibility and ease of use.
The discussion highlights the rising demand for hyper-personalized services. While customers increasingly expect tailored experiences, this requires more data, raising security concerns. However, strong adoption of new financial tools shows that customers are willing to share data when clear value is provided.
Neuterlings concludes that security must be embedded across all teams, supported by collaboration, innovation, and customer education to maintain trust and prevent errors.
