Financial Services

Banking organizations worldwide are rapidly scaling transformation efforts to help their organizations compete more effectively in an increasingly digital world. While the largest organizations have invested heavily in changing business processes, products, and the use of technologies for years, smaller organizations are playing catch-up, rushing to serve the digital needs of consumers unable or less likely...Read more

Data is the driving force behind recent innovations in many industries, insurance being one of them. The innovation that we’re seeing currently—and will continue to observe in the years to come—is being driven by data and the tools that will enable data to be stored, collated, analyzed, and utilized. Looking ahead, the process of becoming...Read more

What does it take for fund companies to stay in compliance within a shifting risk management landscape? Risk management has entered uncharted territory. Amid global disruptions caused by COVID-19, it’s essential for financial services institutions to review model strategies. Challenges include managing business continuity, recovering from the impact on their customer base, and reimagining new...Read more

The rapid pace of innovation in artificial intelligence has led us to the next stage of AI development, which we call “industry verticalization”: designing AI products to meet the needs of specific industries. For financial services, this means AI designed to tackle the specific use cases for insurers, banks, and large investment banks. These products and...Read more

Financial advisors know all about the value of developing relationships with prospects and clients. Whether you’re providing banking services, investment vehicles, or insurance products, you know that the number one way to get business is through personal connections and referrals. You rely on word of mouth and warm introductions to help you win people’s trust....Read more

All things being equal, reducing average handle time (AHT) in contact centers is a good thing. Any content center manager will tell you how critical this metric is. It is easy to understand why that is the case. While working with a customer, I determined that every second in AHT reduction was worth about $6...Read more

Major brands have quickly learned that consumers drive today’s business environment and that yesterday’s efforts to create a customer-centric operating model are out of date. Consumers have also evolved to want more, so product and service personalization has now taken center stage. According to Dassault Systèmes and CITE Research, eighty-three percent of consumers expect products...Read more

At this year’s GreenBiz 21 conference, the drive to act to address climate change and social equity challenges was palpable. Bill Gates highlighted the ambitious goals for Breakthrough Energy, followed by a thoughtful discussion about human rights and social justice with Sanda Ojiambo, CEO of the United Nations Global Impact. The conversation was inspiring, and...Read more

When it comes to digital transformations, financial institutions are reaching toward the cloud. Part 10 of Celent’s Digital Panel survey reveals that 75 percent of respondents rate a skyward transition as their top technology priority.1 Interest in cloud adoption is part of an overall movement to improve the customer experience as consumers turn to online and mobile channels to...Read more

The asset and wealth management industry continues to experience a lot of consolidation with deals such as Morgan Stanley/E*Trade/Eaton Vance, Schwab/TD Ameritrade, and Franklin Templeton/Legg Mason. Scale is becoming an important competitive advantage in this winner-takes-all environment. Leaders in sales and marketing at these firms are pressured from all sides to be more relevant and...Read more

Customers are increasingly approaching banking with a digital-first mindset: they expect to be able to perform a range of financial activities from any device. Digital disruptors in the financial services space are offering these services, creating new competition for banks. Adoption of cloud technology has created a world of possibilities for banks, allowing a widescale...Read more

More and more, businesses are recognizing that incorporating Environmental, Social, and Corporate Governance, or ESG, into their products and services directly correlates to financial results. Doing good is no longer at the expense of doing well. For both stakeholders and customers, ESG represents another point in their decision making. As allocators of capital, financial services...Read more