Abhishek Chatterjee Managing Partner at Gartner Inc.
Organizations are grappling with challenges to deal with explosion of digital content. Content management lifecycle is going through massive transformation. I see a shift towards automatic content recognition, content management of external and unstructured data like social media, centralization of content into CLOUD, hyper personalized and intell...
01 February 2015 /retail Innovation in Financial Services
Keeping with the hype of internet of things, drones, wearable, 3D printing, virtual reality and other; this year's CES was full of new technologies and trends. Consumers are on the verge of getting the best possible experience they can have. With consumarization of IT, some of these technologies will be adopted by enterprises in a hurry. Specially...
20 January 2015 Innovation in Financial Services
New account opening and subsequent customer on-boarding process is going through seismic shift due to change in customer's behaviour and rapid technology adoption. Customers are entering into anytime- anywhere service paradigm, where they expect Banks to know about them and provide transparent, real-time interactive services. Banks also need to be...
13 January 2015 /retail Online Banking
Last decade saw automation of back office business processes through BPM technology adoption in 3 distinct areas - document-centric BPM, human-centric BPM and Straight through Processing (STP) with integration-centric BPM. We have seen extensive back office use-cases like payments reconciliation, customer on-boarding, KYC, anti-money laundering (A...
05 January 2015 /retail Innovation in Financial Services
Marketing has come off age in last couple of decades. Before e-commerce started, marketers predominantly used outbound marketing (both for B2B and B2C) to reach out to prospects via offline and electronic (mostly TV and Radio) channels. With the evolution of Internet, e-commerce; proliferation of Digital channels and payment services in last 10-15 ...
04 January 2015 /retail Innovation in Financial Services
While Payment industry is seeing a major consolidation at the Banking middleware and Back Office (payment processing, clearing and settlements) processes, I see a great degree of disruption in the Payments origination & instrumentation processes led by mobile devices. This generates equal opportunity to the end-customers, banks, merchants, mer...
02 January 2015 /payments Financial Services Regulation
Think Like Non-Profitable To Design Digital Strategy World is moving from “Process-Centric Digital Strategy” to “Customer-Centric Digital Strategy”. Like every other industry, Financial Services organizations need to quickly adopt to the shift. While designing digital strategy and the relevant customer experience associated with it, Banks must thin...
31 December 2014 /retail Online Banking
Digital Transformations are enabling Organizations to Differentiate at the front ( sells, marketing services) & standardize at the back (increase efficiency and profitability through operational efficiency and process simplification). Digital Strategies are executed at 3 levels, i.e. Business, Operations and IT. I call them the Holy Trinity. Wh...
20 December 2014 /retail Online Banking
Today's customer expects a uniform and relevant customer experience across channels. Nowadays it is common for a customer to traverse through multiple channels to complete a transaction. For instance, a typical banking customer starts his/ her journey at the branch, moves on to the web to initiate a process, tracks the status on mobile, accesses c...
18 December 2014 Innovation in Financial Services
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