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“Pr(A)ivate Banker of the Future”: A journey through technology and generations

Organization and culture

Financial services

Fideuram

2024

Challenge

Fideuram needed to train its private bankers to adapt to their evolving role, shaped by a generational shift among clients and colleagues and the growing use of generative AI. They needed to meet new expectations, integrate advanced digital tools and AI solutions, and develop technical and communication skills to stay competitive in a rapidly changing environment.

Solution

"Pr(A)ivate Banker of the Future" is a training program designed for Fideuram's digital specialist private bankers. We designed a two-day learning experience centered on generational differences and artificial intelligence, providing practical examples and tools directly applicable to the bankers' daily tasks.

Impact

The program involved over 250 private bankers from Fideuram’s network, split into 10 sessions. Role-playing exercises on generational differences and extensive hands-on practice with AI tools kept participants actively engaged throughout the training.

Cover image

Banca Fideuram – Intesa Sanpaolo Private Banking is part of the Intesa Sanpaolo Group, Italy’s largest banking group. Its private bankers handle direct client relationships, ensuring personalized support for individual needs. To maintain a high level of service, the bank established the Fideuram Campus in Peschiera Borromeo (MI) in 2013, a hub for advisor training and networking. The campus offers regular courses and in-depth training programs.

 

In this setting, we developed “Pr(A)ivate Banker of the Future”, a program that balances people skills with tech skills. During the two-day training, we combined lectures with practical activities.

The two-day training

The first day, called “The Private Banker and Future Generations,” focused on understanding each generation—Baby Boomers, Gen X, Millennials, and Gen Z—and their unique traits, values, and financial habits. We explored the most effective ways to communicate with each group, providing examples of digital platforms, news sources, and podcasts. Some of the content came from our “Generations Debate” research, which explores how each generation in the workforce sees the world and what they need and want. Through group discussions and hands-on activities, participants developed strategies to connect with the changing needs of clients.

 

The second day, “Artificial Intelligence & Private Banking,” introduced tools like ChatGPT and Co-Pilot, showing bankers how these can be used to simplify tasks and make their work more efficient. Participants tried out AI tools to see how they could help in their day-to-day work, discovering their potential and applications.

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The program’s success came from a mix of methods: role-playing encouraged open discussions across generations, allowing participants to practice real-life scenarios with colleagues of different ages, while guided exercises and a supportive environment helped ease concerns about AI. Knowing that some people feel cautious about AI, we used gradual, adaptable exercises under expert guidance, so everyone could try new tools at their own pace.

 

The program was well-received: participants appreciated the generational training for helping them understand different perspectives and build skills for working with clients of all ages, while the AI sessions stood out for being engaging and hands-on, making the learning experience both interactive and informative.

Innovation excerpt

Fideuram’s program stands out by combining generational insights with the advanced use of artificial intelligence to address key changes in private banking. It equips professionals to meet evolving customer expectations through personalized communication and clear guidance on leveraging generative AI tools like ChatGPT. By balancing human connection with technology, the initiative redefines adaptability and sets a new standard for innovation in the financial industry.

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