Engagement Banking Fintech Backbase Strengthens AI Capabilities with New Appointment

Backbase, the creator of the Engagement Banking Platform announces the appointment of Chris Shayan as the new Head of Artificial Intelligence.

This strategic move is set to significantly “advance Backbase’s AI vision and adoption across its tech offering, reinforcing its commitment to re-architecting banking around the customer.”

Backbase is supporting digital banking transformation “by helping financial institutions modernize their customer journeys and optimize operations.”

The integration of AI into the Engagement Banking Platform (EBP) is a critical step in this mission.

Thomas Fuss, CTO of Backbase said:

“We are pleased to announce Chris as our new Head of Artificial Intelligence. With his demonstrated expertise in digital banking solutions and a true passion for technological advancement, Chris is a true business leader who drives innovation and is set to lead our AI initiatives into an exciting future.”

Chris Shayan brings a wealth of expertise and “hands-on experience with AI to Backbase.”

A digital professional who is reportedly known for scaling digital banking transformation programs, Chris has a demonstrated “ability of driving business growth through technology.”

He stated:

“I’m excited to be joining Backbase as its first Head of Artificial Intelligence. I believe that AI’s potential extends beyond just process optimization. The existing technology at Backbase is remarkable, and I am genuinely excited about contributing to the development of a robust Gen AI track that will empower banks to enhance productivity and further accelerate their modernization efforts.”

Some of his career achievements and background include:

  • Digital Transformation at TCB: In his capacity as CTO, Chris spearheaded the bank’s digital transformation by implementing Backbase for both Retail and Business Banking in a record-breaking nine months. This shift from monolithic architecture to microservices and a micro-frontend not only fueled significant business growth but also unlocked the bank’s first-ever profitable year, exceeding $1 billion, paving the way for further innovation and investment.
  • Transforming HD Bank: Known for its corporate banking expertise, HD Bank saw a complete digital transformation under Chris’s leadership. As a customer-centric Chief Digital Officer, Chris co-owned the P&L at HDBank and fueled a remarkable 4x customer base growth. His focus was on customer journeys, technology optimization, ecosystem partnerships, and data & AI. Notably, 84% of new customer acquisition (+500%) came through digital channels, while active customers soared 7x with logins increasing by 5x.

This digital transformation led “to an 11x increase in online deposits, nearly tripling growth in operating income per customer, resulting in over 96% of retail transactions happening digitally.”

Shayan highlighted the alignment of Backbase’s commitment to innovation with his own vision:

“I’m particularly interested in leveraging LLMs to personalize and innovate the customer journey, unlocking new avenues for banks to increase customer lifetime value. The recognition of the exceptional talent pool in Vietnam further solidifies the company’s vision of synergies that promise to address complex banking challenges and position Backbase as a leader in AI-driven banking solutions.”

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