Belfius’ Jonathan Neubourg on Balancing Digital Tech Advancements and Strategic Focus

In this episode of Chief Digital Heroes in Banking, Matthew speaks with Jonathan Neubourg, Chief Digital Data & AI Officer at Belfius. Jonathan dives into the transformative role of digital and AI in banking, highlighting the importance of maintaining a customer-centric approach amidst rapid technological advancements. 

He shares insights on how Belfius prioritizes strategic innovation while ensuring top-notch customer experiences by putting themselves in their customers’ shoes. Additionally, Jonathan discusses the challenges of driving internal adoption of new technologies and the significance of aligning the entire organization with the digital transformation agenda.

 

Topics discussed:

• Jonathan Neubourg’s unique path from studying electronics to becoming the Chief Digital Data and AI Officer at Belfius.
• How Belfius prioritizes customer needs and experiences in every digital and AI initiative.
• The exponential growth of Belfius' mobile banking app, now used by over 2 million customers daily.
• The importance of making strategic choices and prioritizing the right technologies amidst rapid digital innovation.
• The blending of digital development, data analytics, and AI to enhance the mobile banking experience.
• Techniques for rallying the entire organization around digital transformation and AI integration.
• The potential and challenges of integrating generative AI into banking services and internal processes.
• Fostering a culture of innovation and experimentation within Belfius to stay ahead in the digital landscape.
• Managing limited resources and making tough choices to maximize the impact of digital initiatives.
• Emerging technologies and trends that will shape the future of banking, including AI, AR, and VR.