Summary of the WBA Bank Execs "AI in Action" Panel as Prepared by an AI Tool

A panel session titled “AI in Action” captured the attention of bankers from across the state at our 2025 WBA Bank Executives Conference on February 6 in Milwaukee. The panel was facilitated by Eric Cook, Chief Digital Strategist with WSI Digital and faculty member of the GSB Digital Banking School and WBA School of Bank Management. Panelists included:

Sheri Dick, Forward Bank
Chris Nichols, SouthState Bank
Kathy Strasser, IncredibleBank
Cyrene Wilke, Horicon Bank

Cook used an AI note-taker tool to record the panel discussion, which provided the following recap details.

Overview

The panel discussion focused on the integration and impact of AI in the banking industry, highlighting the importance of AI champions, training programs, and overcoming fears of job replacement. Key takeaways include AI’s role in enhancing productivity, employee empowerment, and its implications for hiring and retention. The discussion also covered partnerships with technology providers, ethical considerations, and practical applications of AI in banking operations.

Introductions

Eric Cook is the panel moderator, a former banker, and a speaker at WBA and GSB Digital Banking School. He is leading a panel discussion on AI in the banking industry.
Kathy Strasser is from Incredible Bank, a $2 billion organization based in Wausau, Wisconsin. She is responsible for people, technology, operations, and marketing.
Sheri Dick is the Chief Operating Officer at Forward Bank in Marshfield, Wisconsin, which has over $1 billion in assets.
Cyrene Wilke is the Chief Information and Operations Officer at Horicon Bank, which has $1.6 billion in assets and 20 locations in south Wisconsin.
Chris Nichols is from South State Bank, which has 375 locations and $65 billion in assets. He has been involved in the bank’s AI journey for about two and a half years.
The panel discussion involves multiple speakers discussing the integration and impact of AI in banking. Key topics include the importance of having a champion for AI initiatives, training programs, overcoming fears of AI replacing jobs, and practical use cases of AI in banking operations. The discussion also covers the role of AI in enhancing productivity, employee empowerment, and its implications for hiring and retention.
The panel discussion involves multiple speakers discussing the integration and impact of AI in banking, particularly focusing on partnerships with technology providers. Panelist highlight the use of AI in customer service chat tools, emphasizing the incorporation of their company’s culture into AI responses. The discussion also covers the use of AI for productivity, employee engagement, and regulatory considerations.
The panel discussion focuses on the use of AI in business settings, particularly in banking and personal life. The speakers discuss the adoption of AI tools like Viva Insights and Copilot, ethical considerations, and practical applications. They share insights on how AI can enhance efficiency, strategic planning, and personal tasks.

Takeaways

AI does not require technical expertise to use; it can be interacted with using natural language.
AI policies can be integrated into existing acceptable use and information security policies, with governance through an IT steering committee.
AI is not necessarily a threat to jobs but a tool that can lead to more hiring by increasing efficiency and creating new opportunities.
The use of AI in banking is akin to the adoption of the internet and email; it is becoming an indispensable tool for daily operations.
Integrating AI with a company’s cultural playbook can significantly enhance customer interactions by providing responses that align with the company’s values and communication style.
AI adoption can lead to a culture multiplier effect, aligning employees during mergers and enhancing organizational cohesion.
AI encourages organizations to reassess their processes, potentially leading to improvements that do not necessarily involve AI solutions.
AI tools like Copilot can simplify tasks such as drafting letters, making them more efficient and less error-prone.
Hackathons and collaborative projects can reveal innovative AI applications, even from non-technical employees.
Disclosing AI usage in communications can transform what was once seen as embarrassing into a badge of honor, increasing AI adoption.
Using AI for personal tasks can demonstrate its power and encourage experimentation without the fear of breaking rules.

Insights

AI in banking involves traditional AI, generative AI, and engenic AI (the intelligent agents that are built on both gen AI and traditional AI), which are now being integrated for more effective use.
Establishing a governance framework, including a steering committee, policy, and charter, is crucial for safely integrating AI in banking.
Common misconceptions about AI include regulatory disapproval, irrelevance to current operations, and fear of job replacement.
Having a champion for AI initiatives within the bank is crucial for successful implementation and adoption.
AI can enhance customer service by integrating company culture into automated responses, improving both customer and employee experiences.
Sharing AI success stories within teams can inspire others to explore AI solutions for their tasks.
AI can significantly increase productivity and efficiency in banking, potentially making banks 20% more productive in a few years.
AI use in banking not only boosts productivity but also increases employee confidence and serves as a coaching tool.
Using AI tools like Copilot can save time and increase efficiency, and disclosing AI usage can encourage adoption.
Creating a prompt library and sharing AI agents can lead to a geometric increase in AI usage and efficiency.
Running Monte Carlo simulations with AI can enhance strategic planning by providing a range of possible outcomes.
AI is becoming a critical factor in hiring, as new employees expect access to AI tools and training.
AI should not be seen as a universal solution; it is important to evaluate existing processes and determine if AI is the appropriate tool.
AI can be used for personal tasks, such as planning vacations or creating recipes, which helps users understand its potential without compliance concerns.
AI can save significant time and resources in marketing and business intelligence by automating content creation and demographic analysis.
Employee engagement with AI can be fostered by setting goals for quick wins and encouraging staff to propose AI use cases.
Microsoft’s Copilot is a powerful tool for enhancing productivity through features like intelligent meeting recaps and email prioritization.
Introducing AI tools like Copilot can be done organically, encouraging employees to explore and innovate with the technology.
Regulatory bodies are scrutinizing AI use in banking, emphasizing the need for risk assessments and board communication.