A Conversation with PTSB and IBM on Digital-First Banking and Technology Advancements

At PTSB, we are Altogether More Human. We bring the best of technology and our people together to solve real customer needs and deliver a better banking experience.

We recognise that customer needs and behaviours are evolving rapidly as they expect fast, seamless, and increasingly personalised experiences. That’s why we invest in our digital, voice and in-person channels on an ongoing progressive basis to ensure we provide our customers with secure, efficient and intuitive experiences, whether they are a new or existing customer.

IBM is a long-standing Technology partner to PTSB, providing platforms that underpin some of our most important services. They are also a trusted consulting partner to PTSB, bringing industry best practice insights to us in areas such as quality engineering, automation and AI.

Recently, Tom Hayes (Chief Technology and Innovation Officer at PTSB) and Sudip Gupta (UKI Banking Industry Leader, IBM Consulting) sat down to discuss today’s evolving banking landscape; one that is being shaped by the ever-increasing adoption of digital-first banking and continuous advancements in new technology.

Amongst the topics discussed by Tom and Sudip are:

• The meaning of ‘digital first’ is being redefined in line with customer needs and expectations, but trust remains at the heart of everything we do at PTSB.
• PTSB’s digital transformation approach balances stability and resilience, with innovation and modernisation so customers’ needs are met meaningfully, securely and efficiently.
• Ecosystem partnerships with both FinTechs and BigTech firms can help accelerate innovation, scale capability, and enhance customer outcomes. PTSB adopts a considered partnership approach, working selectively with FinTechs for agility and specialism focus, while also working with established market-leading technology partners, such as IBM, for platform scale, resilience and implementation capabilities.
• Emerging technological developments in areas - such as AI, Digital Identity and Open Banking/Open Finance, will continue to shape the future banking landscape - but responsible adoption of these capabilities is crucial to delivering sustainable value for our colleagues, customers and communities.