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Sean McDougall
Head of Consumer and Small Business Banking at First Horizon Bank, with 20+ years in retail banking including senior roles at Wells Fargo, HSBC, Citizens Financial and JPMorgan Chase.
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Sep 30, 2026
Creating seamless customer experiences in banking
6:47
13:48

Evan SparksHOST
So where do you see AI in the bank changing the role of the banker and where do you strike that balance between the seamless digital experience and the trust that customers have when you're thinking about how to deploy the AI solutions within First Horizon?
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7:08Sean McDougallGUEST
So you definitely hit on two topics that are relevant at MindTable every single week.
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7:13Sean McDougallGUEST
And the way we're thinking about AI at First Horizon is how do we help our bankers be better with the individual they're facing off with? So you think about today in our industry, the average age banker in a branch across the industry is between 22 to 25 years old.
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7:30Sean McDougallGUEST
However, they're facing off with clients that are sometimes 30s, 40s, 50s, and 60 years old, which with you think about life experience is significantly different than the banker they're sitting in front of.
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7:41Sean McDougallGUEST
And so artificial intelligence can come alongside that banker and help better inform the banker with the challenges that a different generation might be facing.
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7:49Sean McDougallGUEST
And so what we're finding is some of the artificial intelligence fed engines, whether it's through a profiling, just questions, trying to understand where the challenges are, can help inform the banker to ask different types of questions.
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8:04Sean McDougallGUEST
So we think about learning and development where it might have taken us in the past two, three months to bring a banker fully up to speed on products and really how to engage with a client to understand financial needs.
6 MINS LATER

Evan SparksHOST
I'm curious about, in your role overseeing both consumer and small business banking in one portfolio, what are the opportunities for the consumer banking side of the business to learn from and adopt practices from small business and for small business likewise to do the same from consumer banking? How are those two areas of the bank learning from and influencing each other?