Financial Services

The rise of digital-only banking is an international phenomenon. New digital-only banks, also known as neobanks, are being launched and fighting for market share in locations across the globe including the US, Canada, UK, Germany, Belgium, India, UAE, Israel, and Hong Kong. To a customer, the advantage of a digital-only bank is the promise of […]

Previously, I discussed how artificial intelligence (AI) can assist financial services firms. This blog highlights the benefits of AI strengthening cybersecurity and boosting profitability. AI for Strengthening Cybersecurity Another important horizontal use of AI technology relates to cybersecurity. Given the complexity of the disjointed set of security tools typically deployed in an enterprise, and the […]

Artificial intelligence (AI) has the ability to revolutionize a multitude of functions at financial services firms. Whether part of an overall digital transformation program or as a targeted deployment to improve customer service, increase profitability, or enhance information security, leveraging the latest advancements in AI can have a profound impact on a firm. Artificial intelligence […]

My last post highlighted digital transformation and means to establish it. In the final post of this series, I analyze the call-to-action in implementing that vision The roadmap to achieve the targeted customer experience (CX) will differ for each firm, given its current state, infrastructure, organization, and priorities. One common element, however, will be its […]

In my last post, I discussed the aspects of exemplary customer experience. In this post, I will highlight digital transformation and how to establish it. The first step in a digital transformation is the creation of a cohesive vision for customer experience. This cross-disciplinary plan should describe the view of the company from the customer’s […]

In large corporations today, the financial close process is time-consuming and has multiple process bottlenecks that are disconnected. Most large organizations have disparate transaction systems and databases that suffer from data integrity, data governance and a lack of integration which makes the financial close process an exercise in reconciliation and data validation with less focus […]

Previously, I discussed why financial services firms should focus on digital transformation. This blog will analyze the aspects of the customer experience. The customer experience (CX) is not the same as customer service. Customer service is just one aspect of CX. It refers to the component that provides direct interaction with the customer in the […]

Digital transformation can be confusing. If a company has all its books and records maintained by computers, isn’t it already digital? If it has a functional web presence and even conducts business transactions via an integrated B2B or B2C portal, doesn’t that qualify as digital? While these scenarios do, in fact, involve the digitization of […]

What are the business rules that companies are using for claims processing? This is a common question when it comes to performing analysis on claims data and is becoming increasingly important with regulations on billing transparency on the way. The logic used for claims processing is typically embedded in code and is not transparent to […]

Providing the ultimate customer satisfaction is the cornerstone of digital transformation. When a customer or potential customer searches your site, providing personalized content is a large factor in the quality of their engagement. In fact, it can make or break the customer experience – and your business. Forcing customers to wade through results and links […]

My last post highlighted the benefits of implementing these bots to enhance customer experience. This post explores chatbot implementation on the cloud and on-premises. A number of chatbots are designed to operate expressly in a cloud environment. There are leading-edge products that can still be installed on-premises. If an organization’s operating platforms are in-house, having […]

In my previous post, DevSecOps and Release Coordination, I introduced the idea of four key players in the DevSecOps mediated release management process. The idea is to consolidate the validation and approval steps from a “gated” process, and shift the actual work of validation earlier in development. In this post, we will explore the role […]