What happens when your financial advisor is no longer limited by time, availability, or even geography, but is always there when you need them, ready to listen, respond, and guide you in real time?
At Citi's announcement at Google Cloud Next 2026, I sat down with Joe Bonanno, Head of Wealth Intelligence, and Karolina Belwal, Global Head of Data Intelligence and Automation for Citi Wealth, to unpack what could become a defining shift in how wealth management is delivered.
The launch of Citi Sky, built in partnership with Google Cloud and powered by Google DeepMind, is not another digital feature layered onto an existing app. It signals a move toward an always-on, conversational, and highly personalized experience that blends human expertise with AI-driven intelligence.
What stood out in our conversation was how grounded this initiative is in real-world client behavior. Joe explained how traditional engagement models, whether phone calls, emails, or app notifications, often feel disconnected from what clients actually need in the moment.
Life events, changing market conditions, and personal priorities rarely align with scheduled interactions. Citi Sky attempts to close that gap by being present at the exact moment a client has a question, whether that is late at night, between meetings, or during a moment of financial uncertainty.
Karolina brought that point to life with a simple but relatable example. As a working parent, she highlighted how difficult it can be to connect with an advisor during the day. Citi Sky allows clients to engage on their own terms, asking questions when it suits them, in a way that feels natural and responsive. That shift from scheduled interaction to on-demand conversation could change how people think about financial guidance altogether.
Under the hood, the technology is just as ambitious. Built on Gemini models through Google's enterprise agent platform, Citi Sky combines real-time voice, video, and multilingual capabilities into a single experience. But what makes it interesting is how it moves beyond reacting to questions.
The system can anticipate needs, surface insights, and even guide advisors by identifying which clients may require attention during market events. In Joe's words, it becomes a teammate, one that can scale expertise across hundreds of clients while maintaining a sense of personalization.
There is also a broader implication here for the industry. Wealth management has long relied on relationships built over time, supported by human intuition and experience. Citi is not replacing that model, but it is extending it. Advisors are still central, yet their reach is amplified by AI that handles routine interactions, summarizes conversations, and provides context before the next client meeting even begins.
Of course, this raises familiar questions around trust, governance, and the role of AI in financial decision-making. Citi is clearly aware of that tension, emphasizing secure data foundations, regulatory compliance, and the importance of embedding its Chief Investment Office's institutional knowledge directly into the system. This is not positioned as a generic AI assistant, but as a reflection of Citi's own expertise, delivered through a new interface.
What I found most compelling, though, was how both Joe and Karolina kept returning to the human side of the story. Yes, this is about agentic AI and advanced models. Still, it is also about reducing friction, improving access, and helping people answer a simple but powerful question: Am I financially okay?
As Citi Sky rolls out to Citigold clients in the U.S., it will be fascinating to see how customers respond and how competitors react. If this model gains traction, it could reshape expectations far beyond wealth management and into every corner of financial services.
As we move into the next phase of AI-driven client engagement, are we ready to trust a system that listens, understands, and acts on our financial lives in real time, and how much of that responsibility are we willing to share?
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[00:00:00] - [Speaker 0]
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[00:00:38] - [Speaker 0]
Simply visit denodo.com. Welcome back to the Tech Talks Daily podcast where I'm reporting from Google Cloud Next in Las Vegas. And today's conversation is one of those episodes that really captures where enterprise AI is heading next and where it is right now. So we can expect to hear a lot about Agentic AI, digital transformation, and the future of customer experience. But what does that actually look like when it moves beyond theory and into the very real world of financial services, trust, and client relationships?
[00:01:18] - [Speaker 0]
Or for a global institution like Citibank, the challenge is not simply adopting AI. It's rethinking how clients experience wealth management altogether. And this is exactly what City Wealth is doing with the launch of City Sky, which essentially is a new always on AI powered adviser teammate that's built in partnership with Google Cloud. And it's been designed to deliver more natural, more human like support for clients and advisers alike. And CitySky aims to move far beyond traditional digital channels and static communication and creating something far more personal, proactive, and intelligence.
[00:02:02] - [Speaker 0]
And as my guests will explain today, it's about moving away from one dimensional interactions and towards something that feels truly conversational and available when clients actually need it. So joining me today are two people right at the center of this transformation, and they're gonna share how together they're helping redefine exactly what modern wealth management looks like in a Agentic era. So we'll explore why they chose to partner with Google Cloud, how CitySky works, what makes AgenTik AI different from traditional digital support, and why trust, empathy, and human connection still sit at the heart of every great client experience. There's a lot to unpack here, and I think whichever industry you operate in, you should be able to take something valuable from this one. We're not talking about the future here.
[00:02:53] - [Speaker 0]
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It just makes what they're already doing more secure. So if you wanna learn more, please head over to nordlayer.com/browser and see how it fits into your workflow. But now it's time to get today's guest on. So thank you for joining me on the podcast today. I've got not one, but two guests joining me.
[00:04:11] - [Speaker 0]
Can you tell everyone listening a little about who you are and what you do?
[00:04:15] - [Speaker 1]
Yeah. My name is Joe Bonanno. I lead our Citi Wealth Intelligence team. That's everything from data analytics to AI to client experiences.
[00:04:24] - [Speaker 2]
Hi. I'm Carolina Bellwald, and I am the head of data intelligence and automation on Joe's team, and I focus on AI for wealth.
[00:04:33] - [Speaker 0]
Well, thank you both of you for joining me today in what is an incredibly exciting day here at Google Next, and especially for yourselves at City Wealth. So tell me about what you announced with Google Cloud today at, Google Cloud Next. Big day for you guys. Right?
[00:04:47] - [Speaker 1]
Yeah. Absolutely. We're we're super excited. Today, we announced publicly, a new sort of channel, if you will, called City Sky. So think of it as a twenty four seven, always on financial adviser teammate that listens, that understands, that can reason with you, that helps you with your financial planning or your day job in terms of, like, hey.
[00:05:10] - [Speaker 1]
You know, I'm going through a moment. Am I okay from a planning perspective? But it can alert you. It can speak different languages. It can see you.
[00:05:19] - [Speaker 1]
And most important, it can provide the best level of client experience.
[00:05:24] - [Speaker 2]
So City Sky is on twenty four seven. It can support our clients in a very personal way, and it's available to them in the moments that they need it to be there. And it's very personal, so it's able to address the questions that they have in those moments. It's really a a great thing, especially I'm a mother. I'm obviously a working mother, and I don't always have time to speak to my financial adviser during the day.
[00:05:50] - [Speaker 2]
It can be very hard. And if I have a question, I wanna ask it on my time. So this enables us to actually give the clients that ability to ask that question on their time.
[00:06:00] - [Speaker 0]
And so much of what you said there will resonate with busy people listening all around the world. But I've gotta take you back here. I mean, tell me about the genesis of City Sky and its key capabilities. Is it is it an origin story there as well? Because I I imagine you didn't start with AI.
[00:06:13] - [Speaker 0]
It was the the problems you set out to solve first.
[00:06:16] - [Speaker 1]
Yeah. I think historically, we've had, the ability for advisers to engage with clients. And, historically, that would be a phone call, that would be an email. Potentially, we might send a a digital communication that, you know, comes in the form of something that might show up on the mobile app. But to be honest with you, those are a bit one dimensional, and they're literally prompted at maybe something very specific.
[00:06:41] - [Speaker 1]
So if you're a client on the receiving side, you know, you really can't you know, maybe that is not the trigger that motivates you and maybe there's something else going on, whether you recently sold the house or maybe have a sick parent, or maybe you got a new job. And those are the things you wanna talk about. So when we were thinking about an experience, we were trying to think holistically. So how could we provide something to our clients that is is almost essentially human like where, you know, it can be empathetic. It can understand all of your data.
[00:07:16] - [Speaker 1]
It could figure out, like, when you actually have events. But more important, and I think where we're trying to to move forward is anticipating sort of, like, what the client needs. We have a massive, retail bank where, you know, we have individual clients that make payments to different providers. We see a lot of activity on their credit cards. But to be honest with you, there's so many signals in that that, you know, we could figure out their personal interests or, you know, things that are important to them at that moment.
[00:07:48] - [Speaker 1]
But, you know, the traditional way of sending a communication just was a bit stale. And this really the motivation here was to say, how do we scale our advisors? And how do we enable a best in class experience, but do it in a way that feels natural, and that remembers and can sort of, you know, be there when you need it. But that that to us was like the key, like trying to be there at that point in time, conversational, human like, but really, you know, always on.
[00:08:20] - [Speaker 0]
And we'll talk about the technology side of it in a minute. But if we just put that to one side for a moment, how do you see City Sky changing the Citi Wealth client experience? And do you see this as a game changer for maybe broader wealth management as well?
[00:08:35] - [Speaker 1]
Yeah. I mean, absolutely. In terms of a game changer, I think, you know, we have some advisers with upwards of 500 to a thousand clients. And, you know, when there's a market, event, it could be even a simple upgrade or downgrade on a security. It could be a bomb maturing, a CD coming due.
[00:08:54] - [Speaker 1]
You know, it could be your asset allocations off track. Traditionally, today, you know, our advisers would have the opportunity to call maybe five or 10 or 20 of their best, and maybe send some emails. But the reality is is that person, you know, like Carolina said, may not be available, and you may not get that engagement. So for us, it was really like, wow. If this is there to notify you, but at the same time on your own time, right, you're able to respond and engage and have a conversation.
[00:09:24] - [Speaker 1]
To us, that's almost like redesigning the entire experience. And then to do it in different languages too, that, you know, you wanna personalize and maybe you're the type of person who, you know, is still, learning about investing and you have questions. What's interesting there is, you know, some of the the junior maybe clients that we have, might feel intimidated or uncomfortable even asking these types of questions. But when you have this sort of trusted adviser at your back, you could we'll probably find out things that we didn't know. But more importantly, for that client, those are things that we should know.
[00:10:04] - [Speaker 1]
But this tool being on and always available allows us to literally reinvent how we how our clients experience us. And I think even with Citi more broadly, there's expanded, applicability to other, you know, parts of our business. And if you think about traditional call centers where we have a massive credit card business, we have about 70,000,000 clients, you know, clients may call in maybe potentially disputing a a charge. They wanna know what the newest rate is or rewards. You could literally have a wealth account too.
[00:10:39] - [Speaker 1]
And, whether you answer the question about, you know, my current rewards points, and then you literally switch to say, hey. What happened in the market today? And how does it impact me? Given our sort of depth and breadth across our business, like, this this applies across, not just to wealth. So I think for us, it's it's game changing.
[00:11:01] - [Speaker 0]
And we hear a lot around agentic AI this year. There's a lot of buzz around it. What I love about your story is you're actually bringing it to life, very real world here that you've created. So how is this agentic approach fundamentally different from, let's say, previous digital support models in how it anticipates client needs rather than just reacting to them?
[00:11:22] - [Speaker 2]
So when we think about digital approaches, this goes beyond that. So this is a completely new paradigm. It's a evolution in how we interact with our clients and the experiences that we can provide to our clients. And, fundamentally, this technology allows us to bring that to life because, ideally, clients want their interactions more natural, more seamless. Everyone ideally wants a white glove experience with someone who knows exactly what they need to know about them.
[00:11:52] - [Speaker 2]
And the traditional digital strategy and how you interact with clients doesn't really accomplish that. But this technology allows us to actually start making that a reality.
[00:12:03] - [Speaker 1]
Yeah. I mean, you know, the market's constantly changing and none of us have a crystal ball. And if there happens to be an event, in the market, and it could be even maybe not a market related event, but something like COVID in the past or y two k, you know, literally, this gives us the full autonomy to almost like say for every single client run a portfolio review and how it impacts them. From there, you know, we can even guide the adviser to say, of all the folks impacted, these are the most critical ones that, you know, you probably need to have a conversation with. These I can handle for you, and when I'm done with the conversation, you know, our city sky can actually summarize, transcribe, and then push those notes into our note taking tool.
[00:12:51] - [Speaker 1]
And when they come in the next morning, it literally can say, here's all the things I did. Here's the things that, you know, that, you know, I think you might be better suited for. But this is a true teammate, and and it's about augmenting our advisers with the ability to scale in this digital world. So I'll use digital as digital world, but not necessarily digital channel.
[00:13:15] - [Speaker 0]
And I've attended, what, over a dozen tech conferences this year alone, and there is every single one of them talks about AgenTik AI. So the question I've got to ask is, why did City Wealth choose to partner with Google Cloud for City Sky? What what made you you choose them?
[00:13:30] - [Speaker 1]
I'll start and look. I think we are extremely ambitious. We try to be as bold as we can in the financial services arena. But to to be honest, Google has a collection of services that to that I haven't seen with any of our other, software companies or fintechs that are out there. They either have bits and pieces.
[00:13:53] - [Speaker 1]
And when you when I sort of I'll describe what I mean. The ability to alert people real time, the ability to see, the ability to speak, you know, different languages, the ability to mine data with agents to figure out patterns, anomalies, what's working, what's not working, to to use voice and and Gemini live, which is an API, which is like, you know, the next new thing. Most of the other providers just don't have that. But the reality is is we have a very, very strong relationship with Google, and that started a couple of years ago. And we wanted a partner that wanted to be as bold as us, but also got excited about working on something that the world has never seen.
[00:14:38] - [Speaker 1]
And, in 2010, you know, Apple introduced Siri. In 2014, Amazon introduced Alexa. And I'd like to say in 2026, Citi introduced Citi Sky. But it's the type of relationship working with Google side by side in partnership with our legal, our risk, our compliance teams, and building something together and unique on the foundation that we had. And those collection of services was just like, if we're gonna be unstoppable, let's do it with the best technology partner in the world, which, again, as you can see today, all the the cool things that are that are happening, we just you know, we're we're appreciative just to be a part of it.
[00:15:18] - [Speaker 0]
Love that. And, Carolina, anything you'd like to add to that as well?
[00:15:22] - [Speaker 2]
Just at a day to day level, our teams work very closely with their teams, and it's just a great relationship. The partnership is obviously a very large strategic partnership, but it's also a very close partnership on the ground, and it's just incredible working with them. And they have very ambitious goals, and they're very supportive of our goals, so it's just really good.
[00:15:45] - [Speaker 0]
And if we zoom out here, how does, City Sky fit into City Wealth's overall digital strategy? Where does it fit there?
[00:15:53] - [Speaker 1]
Yeah. I mean, look. We're launching, the first release to our City Gold clients in North America. And again, that'll be sort of in the mobile online experience. But we have, you know, aspirations for this to literally be on the desktop of a financial adviser, so that they can even ask questions of, like, which of my clients are exposed to Nvidia, which of my clients are overweight cash, whose financial plan is off track.
[00:16:18] - [Speaker 1]
Now, Skye would probably push those notifications to the adviser, but they can also, if they didn't get a push, ask the questions that they want, but they could be the teammate, like, literally there in the room with you. If you think about our contact center where we get a lot of calls, about, like, I can't log in or things like that, not only can Skye help sort of triage those, which take away from, you know, people's day jobs and time, but at the same time, it can actually help potentially with even service to sales. So in the conversation about, hey, you know, I can't log in, Skye might say, hey, it's been a while since we talked, you know, I noticed, you know, a couple of things going on in your portfolio, you know, etcetera etcetera. So it opens up the door from a digital strategy perspective to go almost more omnichannel. So and what I mean by that is you could be mobile online, you could be on the adviser desktop, you could be in the contact center, or you could be, you know, in sort of our tech team, you know, helping co build and co author with some of the cool new tools that we saw from from Google today.
[00:17:24] - [Speaker 1]
But it might have all of our logic. It might have all of our, grounding policies. And what we've embedded in Sky, which I think is important and I hadn't mentioned, is we have a a very, we have a team focused on research, and we have a chief information officer. So a lot of the information that City Sky is powered with is, you know, the the the brain of our CIO team is is implanted into Sky as one of its, membranes, or I don't know, cerebral or cortex, whatever whatever term we wanna use. But that's really important because it's almost like taking all of our specialists, whether it's an alternative investment specialist, an insurance specialist, the tax data planning, financial planning, and how do we take the corpus of knowledge from every individual and now put it into the brain of Skye.
[00:18:11] - [Speaker 1]
Right? Because we have all these ways of operating in the past. We have different specialties, but this is almost the culmination of them all to provide a true digital experience across all these different channels.
[00:18:22] - [Speaker 2]
I would just add one thing to that. We are building an agentic native platform. So this is really where the future is. This is a very big big first, and it's something that's reusable and has many applications.
[00:18:36] - [Speaker 0]
And from here, where do you see as, or what do you see as the future for City Sky and and indeed your relationship with Google Cloud? I realized it is day one. It's just been announced. The press releases are out. There's a very impressive video of the demo as well, which I will attach to the show notes of it.
[00:18:53] - [Speaker 0]
Urge people to check that out. But where do you go from here?
[00:18:56] - [Speaker 2]
The sky is the limit.
[00:18:57] - [Speaker 1]
Oh. I took the words out of my mouth, to be honest with you, because I was gonna say that too. But, yeah. Look, we named it Sky because it represents the horizon. It represents forward thinking.
[00:19:10] - [Speaker 1]
It represents, you know, people's life's goals and dreams, you know, you know, and trying to achieve them. But I mean, look, I think the partnership with Google has been incredible. We like to be the leading industry or the industry leader rather in wealth, and we know that they wanna be the industry leader in tech. And, you know, the two forces taking our two hundred year institution, and unlocking the value with technology like Google's, we will constantly push them and they will constantly push us because we're effectively co creating together. But, you know, they have specialties and knowledge that we don't have.
[00:19:45] - [Speaker 1]
Likewise, we have, you know, different things that we do on the financial services side. When you smash those things together, good things happen and sparks are flying all over the place. So I just am sort of privileged, or I think we feel privileged to be working with such a, impactful company. So, like Carolina said, sky's the limit.
[00:20:05] - [Speaker 0]
And as I said, the announcement has only been made today, so it's probably a bit too early to to ask for feedback. But based on all the kind of questions, all the conversations that you're having with people here at, the conference, what kind of feedback have you had? What kind of conversations are you having?
[00:20:20] - [Speaker 1]
Yeah. We got lots of folks, looking for roles at City Wealth. So I got a bunch of job applications, knocking at my door. No. I think it's been extremely positive.
[00:20:31] - [Speaker 1]
I think people are like, wow. This is a bit front footed. You know, most of the tools that, you know, folks use inside of even some of the financial services company are more I don't wanna use the word back office, but they're sort of like not client facing. So I think people are realizing that, you know, with the right training, the right guardrails, and in our business, trust is the number one single most important thing for our clients and ensuring we're getting that right. But I think, like, they you know, some people are like, wow, it is possible to do these things.
[00:21:04] - [Speaker 1]
And I think, you know, lots of lots of messages coming in, you know, via internal folks being proud to, you know, say, hey, I work at Citi. And then, you know, even folks that worked at my former firm, like, jealous and saying like, wow. And, you know, I think I think it's just great for us because, again, I think this is a new category. It's a new lane, and we're trying to redefine it. We just wanna make sure we stay, you know, 10 steps ahead of everyone else.
[00:21:35] - [Speaker 1]
But, it's been great feedback, to be honest with you.
[00:21:38] - [Speaker 0]
And finally, before I better let you both go here, there'll be a lot of people listening, looking up to you both here, what you've achieved, what you've created. It's very early days here. So for those people listening at organizations that have just heard this podcast saying, hey. You won't believe what City Wealth's doing with this city sky, and maybe they wanna start their own journey. Any advice from the kind of lessons you've learned that you'd pass on?
[00:22:00] - [Speaker 2]
The most important thing is the team that you're working with. So we have leadership that's very visionary, and they set the vision, Joe and Andy, and they have a very good intuitive understanding of what it's gonna mean for the industry. And then we have great collaboration across teams. It takes a village, and it's very true because we've got collaboration with Google, with our internal teams, and it really is a very good coordinated effort.
[00:22:29] - [Speaker 1]
Yeah. Just to just to add on to what Carolina said, you know, there's an army of folks that are involved in this initiative, and the key for us was to really bring them along day one. Because, again, they they have different perspectives, whether it's legal, risk, compliance, audit, controls. You know, we're we're working in a new space. You know, we we often say that Citi created the ATM and that was our claim to fame, many moons ago, but this is really very analogous to that.
[00:23:01] - [Speaker 1]
Like, this is a new space. But the partners that we have internally, coupled with, you know, the teams at Google working through this side by side, and then seeing even the prototypes, like opening up folks' eyes, creates there's this motivational factor that I don't think people appreciate. But when you get to work on an initiative like this, it inspires you, it makes you wanna come into work every day, you know, and then you celebrate like we're here at this conference and I can guarantee you we will be celebrating, after this conference today, but, there's obviously a ton more work to do. But, you know, you you come to work and you win as a team. You don't win as individuals.
[00:23:43] - [Speaker 1]
But to me, I would agree with Carolina. That's the biggest, important thing. And when you have cultural leadership like ours, that buy into or AI and understand, like, art of the possible, but also says, guys, push the envelope a bit and and don't be afraid. Like, you know, not that many companies, get that, but, like, you know, we'll we'll always push. We'll try to persevere.
[00:24:07] - [Speaker 1]
There's always gonna be hiccups and bottlenecks, but you work through those with your team and, you know, you produce products and outcomes like we did, and ultimately, it's for the it's for the goals and needs of our clients, first and foremost. And the last thing I'll say is, you know, like everything, you know, we're building here, you know, has the highest conviction of being responsible, scalable, intelligent, anticipatory, along with all the other things. And when you try to build all that together, you know, like I said, you need a lot of people to help, but the key is working together as one team.
[00:24:43] - [Speaker 0]
Yeah. I completely agree, and I think that is a powerful moment to end on. Although there is a tech story here, and we're talking about agentic AI and so many different things, ultimately, a people story. So a big shout out to your teams for helping to bring this to life today. As I said, I'll include links to the video.
[00:25:00] - [Speaker 0]
I would encourage everyone listening to check that out. I think that that really brings it to life too. But more than anything, thank you both for sharing your journey today.
[00:25:07] - [Speaker 1]
Yes. Thank you for having us.
[00:25:09] - [Speaker 2]
Thank you.
[00:25:10] - [Speaker 0]
Wow. Massive thank you to both Joe and Carolina there for a fantastic conversation because there's so much noise around AI right now. But what stood out here was just how clearly they both brought it back to something much more important. Yes. This is a tech story, but they brought it back to people.
[00:25:30] - [Speaker 0]
Whether it's helping a busy working parent asking financial questions on their own time or giving advisers the ability to support hundreds of clients more effectively or creating a more natural and trusted relationship between customers and their financial institution. It was a conversation about experience, not just technology. And I love Joe's point that this is not about replacing advisers, but creating a true teammate, something that listens, understands, reasons, and helps scale the human side of wealth management. And Carolina's reminder there that clients want interactions to feel seamless, personal, and genuinely supportive. I think that really gets to the heart of why so many AI projects succeed or fail.
[00:26:17] - [Speaker 0]
And there was also a bigger leadership lesson here. Building something like City Sky is not a solo effort. It takes vision from leadership, trust across legal, compliance, and operations, a strong team, and strong partnerships with companies like Google Cloud to to push something like this into reality. And as both of them said, it takes a village. So kudos to all the people behind making this a reality.
[00:26:46] - [Speaker 0]
And for anyone listening and thinking about their own AI journey, I think the message was clear. Start with the problem, not the technology. Focus on trust. Bring people with you, and be bold enough to rethink experiences people have simply accepted as the way things are. So I have no doubt this is the only the beginning of projects like this, and I suspect we'll be hearing a lot more about it very soon.
[00:27:09] - [Speaker 0]
And to everyone listening, what do you think? Are AI powered financial advisers the future of wealth management, or will trust always require a stronger or human touch? Love to hear your thoughts as always. Techtalksnetwork.com. Over 4,000 interviews there.
[00:27:26] - [Speaker 0]
Lots of ways of getting in touch with me. Let me know. But that's it for today. I'll be back again tomorrow with another guest, but thank you for joining me as always, and I'll speak with you all again tomorrow. Bye for now.