Steve Morgan Banking Industry Market Lead at Pegasystems
Resilience and adaptability are key to delivery of excellent service levels in operations, as these features can make or break the delivery of new products and services. When it comes to building resilience, modern agile software that harnesses automation is key, as it gives banks real-time visibility into important processes and allows them to be...
29 July 2022 /regulation /devops Digital Bank Transformation
Digital banking has boomed over the last few years, yet cross-selling and switching has not substantially shifted. According to PWC, less than “10% of UK customers with mortgages, personal loans or insurance held them with their main banking provider”, and according to comparison site Finder, over a quarter (27%) of British adults have opened an ...
22 July 2022 /retail /inclusion Innovation in Financial Services
From the current geopolitical landscape, it is clear we are in a period of instability and unpredictability, and one which we won’t likely see the back of any time soon. From war in Europe, to continued supply chain disruptions in China as a result of COVID lockdowns, there are a variety of factors contributing to rising inflation and the cost of ...
20 July 2022 /people /retail Artificial Intelligence and Financial Services
It is not just interest rate changes and inflation banks have had to contend with so far this year – ensuring Know Your Customer compliance is up to date has had to be a key focus. Since the invasion of Ukraine on 24 February 2022, in just four months, there have been eight updates to the UK government’s guidance on the UK’s sanctions regime relat...
05 July 2022 /payments /regulation Digital Bank Transformation
As COVID-19 prompted people to think about their impact on the planet, banks have reviewed their approach to environmental, social & governance (ESG) with fresh eyes. KPMG’s 2021 ESG risks in banks report notes there is increasing demand from investors for sustainable products, as well as growing pressure from regulatory bodies to consider ESG...
17 March 2022 /payments /sustainable Going green
Voice AI has the potential to revolutionise how banks reduce fraud and speed up the resolution of fraud claims. There is agile software on the market with integrated voice AI capabilities, creating opportunities that will allow banks to tackle crime, maintain regulatory compliance and improve customer service. While voice AI is still in its early ...
15 March 2022 /retail /predictions Artificial Intelligence and Financial Services
There’s no doubt that both Omicron and the crisis in Ukraine are having impact on both travel and trade. Global trade, payments and expenditure patterns both for retail and corporate clients will continue to shift rapidly. No predictions here on global politics or pandemic mutations, but I think it is clear where we are headed on both cash and dig...
04 March 2022 /payments /covid-19 Frictionless Payments
Banks seem to struggle on applying anti-money laundering controls, despite their obvious determination to not break the law and support initiatives to stop criminal activities and terrorist funding. Even the biggest banks have problems, as the UK’s financial regulator reported in December 2021. The regulatory pressure to focus on know-your-custom...
20 January 2022 /identity /crime Law and Finance
Let me tell you a true tale of modern digital customer experience for bank customers. A colleague is an avid user of his banking app from a major retail bank. It lets him do everything he needs so he hasn’t been in a branch for a year or more (yes COVID notwithstanding!). So, it was striking what happened one day. He decided to pay off a loan taken...
13 January 2022 /retail /covid-19 Frictionless Payments
As I have argued before, the battleground for banks is now around digital sales and service experiences. What this demands of a bank is an operational backbone that can adapt to change fast. The drivers of change are obvious. They range from changing customer behaviours, the competition from digital disruptors to the dislocations caused by pandemic...
10 January 2022 /people /retail Digital Sales
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