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      "text": "Our 2022 Future of Work survey22 found that only 26% of bank CEOs had a future-ready strategy that was holistically focused on changing how, why and where their people work. This is sure to change swiftly as organizations develop ambitious plans around AI. It is important that this strategy concentrates not only on the necessary changes in roles, tasks and skills, but also on how generative AI is likely to change the soul of the organization. We have been warning for years that banks, in their well-intentioned drive to digitalize, have become remote, impersonal and undifferentiated. Generative AI could exacerbate that. As banks define the objectives of their generative AI transformation, they are envisaging new human roles that include the introduction, management and governance of this innovation. Less obvious, but just as important, is how people will work alongside the machines to preserve the human face of the bank: be available to customers, maintain relationships, and show genuine empathy as they help to address their concerns. It is only when the human + machine workforce is expanded and enhanced in such a holistic and human-centric way, and when HR and change professionals are fully involved in shaping the transformation, that the full potential of generative AI will be within banks’ reach.",
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