Blog: Digital Transformation and the Rise of AI

In an interview with Global Banking & Finance Review, Helena Mueller, Senior Vice President Banking Europe at Diebold Nixdorf, explored how financial institutions are redefining efficiency, resilience, and customer satisfaction in an era of rapid technological change.

Mueller emphasizes that, despite predictions of cash disappearing, consumer demand for cash access has actually strengthened—with 88% of consumers refusing to bank with institutions that don’t offer it. At the same time, branches are evolving from transaction centers into high-value advisory hubs, supported by AI-driven self-service technologies that free staff for more meaningful customer interactions.

Mueller also addressed how Managed Services solutions are helping banks reduce operational complexity while maintaining compliance and service quality. With predictable costs, streamlined operations, and access to specialized expertise, she explained, “the Managed Services model enables banks to continuously improve service quality, optimize performance, and build the resilience needed for long-term success.”

Additionally, she highlighted Diebold Nixdorf’s commitment to sustainability, noting that modern ATMs can cut power consumption by up to 60% while cash recycling features reduce cash-in-transit visits—and associated emissions—by as much as half. As banks work toward environmental goals, she said, partnering with vendors focused on smart design and efficient operations is becoming essential.

To learn more about how Diebold Nixdorf is supporting FIs through this transformation, contact us.

Originally published in Global Banking & Finance Review. Read the full interview.