One Ally: Becoming an Experience-Oriented Bank Through Data, AI, & Ally’s Technology Operating Model with Ally Financial’s Diane Morais & Sathish Muthukrishnan

February 22, 2024

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About the Guest

Diane Morais & Sathish Muthukrishnan

President of Consumer & Commercial Banking of Ally Bank; Chief Information, Data, & Digital Officer of Ally Financial

Diane Morais is the President of Consumer and Commercial Banking at Ally Bank. In her role, Diane has oversight of Deposits, Ally Invest, Mortgage, Ally Lending, Ally Credit Cards, and Corporate Finance Businesses, as well as customer care and operations. Additionally, she oversees Ally's Community Reinvestment Act Program. Prior to joining Ally, Diane served as the Customer Experience Executive of Bank of America. Sathish Muthukrishnan is the Chief Information, Data, and Digital Officer of Ally Financial. Sathish is responsible for advancing Ally's technical and digital capabilities which include cybersecurity and infrastructure, as well as accelerating the company's growth and evolution as a leader in the digital financial services sector. Before joining Ally, Sathish served as Chief Digital & Information Officer and Chief Technology Officer of Honeywell Aerospace, and before that served in multiple roles at American Express ending his decade-long tenure there as the company’s CIO of Enterprise Digital. In 2023, the Wall Street Journal named Ally as its pick for Best Online Bank, an accolade that can be tracked to the work Di and Sathish have undertaken.

Episode Overview

848: The experience a company delivers to its customers is critical to its success, making it the number one priority for many technology and digital leaders. As such, a paradigm shift is beginning to emerge transitioning from being product-oriented to being experience-oriented. In this episode of Technovation, Ally’s President of Consumer & Commercial Banking Diane Morais and Chief Information, Data, & Digital Officer Sathish Muthukrishnan jointly discuss the digital financial institution’s journey and its focus on being experience-oriented. Throughout the conversation, both executives expand on the company’s digital capabilities they’ve developed and explain how the Ally Technology Operating Model (ATOM) was the answer to creating a better banking experience. Similarly, both Sathish and Diane share details around the One Ally initiative which aims to bring the company’s multiple customer experiences to a single platform powered by data and artificial intelligence. Finally, both executives reflect on the opportunities that have come from challenging times, the innovation process they’ve developed, and the culture of collaboration they’ve fostered to drive forward this experience-oriented mindset.

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“"One Ally is our attempt to go from a product-oriented company to an experience-oriented company." -Sathish Muthukrishnan"

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