EP949: The coming of the agent-to-agent conversation economy

Kevin Flood, Director of Payments Ecosystem Strategy, FISFor years, banks have been pouring money into app development, yet the next revolution in customer interaction may not happen in an app at all. A global shift is underway towards conversational finance – where relationships begin and end in a message thread. Consumers don’t want to download another app, they want to chat, ask and act. Robin Amlôt of IBS Intelligence has been in conversation with Kevin Flood, Director of Payments Ecosystem Strategy at FIS.