EVP, Head of Commercial Digital, AI and Client Experience
KeyBank
Kim is Executive Vice President of Commercial Digital, AI and Client Experience at KeyBank, where she leads the transformation of digital strategy, AI enablement, and client experiences across business banking, middle market, and institutional clients. She is responsible for defining and executing the Commercial Bank’s AI strategy to improve both client and employee experiences across a full-service corporate bank serving seven core industry sectors. Within twelve months of launching a newly formed operating unit, Kim’s transformation agenda delivered a 33% improvement in operating efficiency, increased revenue, and significantly higher client satisfaction.
Previously, Kim served as KeyBank’s Chief Information Officer and consumer operations leader, overseeing technology, digital platforms, and operations for consumer banking, wealth, and treasury services. Before joining KeyBank, she held senior CIO roles at USAA, Capital One, and Bank of America. Kim serves as a board observer for OvationCXM and is a longtime advocate for advancing women in technology.
After years spent proving AI could cut costs, banks are now asking whether AI can grow revenue. Leading institutions have shifted their AI investment thesis from defensive efficiency to offensive growth as financial media networks turn checking accounts into ad-supported assets, predictive engines drive lifts in non-interest income and AI-powered embedded finance creates entirely new revenue streams. This session looks at the business case for revenue-focused AI, measuring top-line impact beyond vague “customer satisfaction” metrics, and navigating organizational resistance when AI disrupts established revenue models. Learn why the banks winning on AI aren’t always the ones with the best models—they’re the ones who figured out how to charge for them.