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Podcast: The AI in Business Podcast
Episode: Why Human-Centered Service Still Matters in the Age of AI - Charles Pointer at Commerce Bank
Description: Today’s guest is Charles Pointer, Vice President of Bank Operations at Commerce Bank — a community bank with 160 years of history providing personalized financial solutions to individuals and businesses. Commerce Bank combines a people-first approach with a growing appetite for modernizing customer service through technology. With over 20 years of experience in commercial banking and customer operations, Charles joins Emerj Editorial Director Matthew DeMello on the show today to discuss how traditional banks are beginning their AI journey. He unpacks what early-stage AI adoption looks like in call center environments, how banks balance digital transformation with maintaining human connection, and what...