Open Banking at Scale: Building Digital Ecosystems That Work

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Open Banking at Scale: Building Digital Ecosystems That Work

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Open banking is changing where customer relationships are built, managed and defended. In this episode of "Emerald Exchange: Orchestrated Intelligence, Decoded," host Richelle Carey speaks with Hashim Toussaint, SVP and Head of Ecosystem Banking and Commerce at FIS, and Shane McWilliams, Head of Retail Banking for Digital One, about why digital banking needs to become more personal, intuitive and connected. The conversation explores how banks can respond to fintech competition and customer-driven data sharing; the role of APIs, data controls and trusted integrations; what is really driving open banking adoption in the U.S.; and why the human element remains essential as AI takes on more routine tasks. Produced by Reuters Plus for FIS. Chapters: 00:00 – Introduction: Hashim Toussaint and Shane McWilliams of FIS 01:16 – Lessons from building digital banking on both sides 02:39 – Closing the personalization gap in banking apps 03:46 – Why integration matters more than individual features 04:32 – Opening the ecosystem: mindset and infrastructure 05:11 – Navigating a global, unsettled regulatory landscape 07:06 – Making the case for open banking to skeptical banks 09:51 – Educating customers on data ownership and control 11:00 – Where AI ends and human connection begins 14:41 – Modernizing the digital banking experience: how to start

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