Why Human-Centered Service Still Matters in the Age of AI - Charles Pointer at Commerce Bank

The AI in Business Podcast

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 leaders should consider when introducing AI into customer-facing workflows. This episode is sponsored by Cognigy. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast!