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AI in regulated industries

Madhu Muthukumar has led product at some of the most consequential consumer fintech and software companies of the last decade – Chief Product Officer at Chime, Notion, Head of Product at Robinhood through its IPO, and product leadership roles at Twitter, and Oculus. In this episode of Talk to My Agent, Madhu joins Max to unpack what it takes to earn customer trust in highly regulated industries and how AI is changing the speed, context, and quality of customer service. In this episode, you’ll learn: Why trust in financial services is built (or lost) in the moments when things go wrong – disputes, fraud, outages, and account access How AI can improve customer service across three dimensions: speed, resolution, and context A practical approach to implementing AI: “start where you are” and pick winnable areas with internal experts Why data quality and SOP quality determine whether AI initiatives succeed How to scale personalization without sacrificing velocity – and why automation should be staged, not all-at-once Airing February 4th at 10am PT / 1pm PT and available on-demand shortly after.