{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Trust and Transformation in Banking CX \u2013 with Kyle Hathorn of FNBO","description":"Today\u2019s guest is Kyle Hathorn, Director of Customer Experience and Strategy at First National Bank of Omaha (FNBO). FNBO is a privately held, family-led financial institution with over $32\u202fbillion in assets and approximately 4,500 employees, offering personal, business, commercial, and wealth banking across eight Midwestern states, alongside a national reach through its credit\u2011card programs. Kyle joins Emerj Editorial Director Matthew DeMello to explore how banks can meet rising customer expectations while navigating economic uncertainty and digital transformation. Together, they unpack the unique challenges of delivering seamless, personalized experiences in a heavily regulated, multi-platform environment. From the impacts of inflation on customer loyalty to the cautious integration of AI, Kyle emphasizes the importance of trust, transparency, and alignment across product and data teams. Want to share your AI adoption story with executive peers? Click emerj.com\/e2 for more information and to be a potential future guest on Emerj\u2019s flagship\u2019 AI in Business\u2019 podcast! If you\u2019ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show! ","author_name":"AI in Financial Services Podcast","author_url":"http:\/\/aiinbanking.libsyn.com\/website","html":"