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Finance

Generative AI set to ‘redefine’ customer experience offered by financial institutions

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In the evolving world of financial services, where rapid adaptation to customer needs is paramount, generative AI (genAI) is quickly becoming a game-changer. Its prowess in generating customised content and solutions is redefining how financial institutions interact with their customers and optimises their internal operations.

That’s according to analysts at GlobalData with Kiran Raj, Practice Head of Disruptive Tech at GlobalData, stating: “With the growing demand for personalised financial solutions, genAI has a pivotal role in curating bespoke customer experiences. It is not about generic financial products anymore but crafting individualized strategies that align with each customer’s financial goals.”

Saurabh Daga, Associate Project Manager of Disruptive Tech at GlobalData, added: “Harnessing the power of genAI to analyze intricate patterns in transaction histories and financial behaviors can create predictive models that not only anticipate customer needs but also craft targeted financial products and advisories. This has the potential to elevate customer service, optimize costs, and enhance overall user satisfaction.”

Diving deeper into the transformative potential of genAI, GlobalData’s latest Innovation Radar report, “Code to capital: generative AI meets financial services,” showcases the broad spectrum of genAI applications. From risk assessment and personalized advisory to cognitive customer care and fraud detection, the breadth of genAI’s impact is profound.

Traditional banks such as JPMorgan and HSBC have already developed genAI-based tools that offer personalized financial advice to their customers.

On the other hand, emerging fintechs such as Stripe and Cowbell are enhancing their end-user experience with genAI-powered tools.

Synthetic data is being used by financial service providers such as Provinzial Insurance and Wells Fargo to create predictive models to detect fraud as well as develop personalized offerings.

Deutsche Bank and Goldman Sachs are experimenting with genAI to automate some of their backend processes including banking software development and management of financial documents.

Daga concluded: “Implementing genAI in the sensitive landscape of financial services comes with its set of challenges. Issues surrounding data accuracy, ethical considerations, and privacy are paramount. However, with judicious governance, these hurdles can be surpassed. Forging strategic alliances can be a pathway to harness the transformative potential of genAI, ensuring they are equipped with the right technology, infrastructure, and talent to capitalize on this wave of innovation.”

Digital transformation for finance – and what it means for customer experience

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By Dr. Palanivel Rathinasabapathi Velmurugan is a Lecturer at Berlin School of Business and Innovation (BSBI) in Human Resource Management & Finance Stream

Information technology is becoming an integral part of our daily routines because of digital transformation. All businesses must embrace digital transformation, no matter how large or small. If you fail to incorporate digital transformation into your business, you will fail. As you use digital transformation in your business, you will benefit from improved efficiency, better business agility, and a better understanding of how to deliver value to customers, employees, and stakeholders.

In recent years, the financial sector has experienced a variety of digital transformation trends, which have several advantages for businesses and society at large. Digital transformation in finance is the method of using digital technologies to improve financial services with the objective of making them more efficient, effective, and easy to access anywhere in the world. In the context of finance transformation, it is possible to restructure and implement the finance working model, bookkeeping and finance activities, financial capabilities, and re-platforming of finance and accounting system software. With the advent of digital transformation in finance, various FinTech companies now offer a wide range of digital services to their customers.

Over the last few years, a vast number of banking customers have shifted from traditional banking to mobile banking (Digital Transformation). As a result, customers save time when accessing the bank in person since it is generally less busy, and it is more convenient because they can access online banking anytime, anywhere. Paperless transactions are one of the most significant trends in mobile banking.

Blockchain technology (Digital Transformation) plays a crucial role in this transformation. By introducing blockchain, people will be able to recognize, record, and store assets digitally and will be able to invest their resources and trade in markets better. Through better integration and governance, blockchain can support financial operations more efficiently and effectively. This has resulted in blockchain playing an increasingly significant role in the digital transformation of finance and investments.

Businesses that implement robotic process automation (Digital Transformation) can significantly improve their ability to digitize finance functions. Automating repetitive tasks reduces an employee’s workload and frees them up to emphasize value-added activities. Additionally, RPA can reduce the likelihood of human error, improving accuracy and compliance. It is expected that RPA will play a more vital role in achieving efficiency and measuring success as organizations continue to digitize their finance functions.

In the world of financial data, artificial intelligence (Digital Transformation) can be useful in identifying gaps and inconsistencies that would otherwise go unnoticed. By using AI, expense reports can be produced accurately and up to date, which is crucial for making informed decisions. The forecasts provided by finance companies are based on past data and current trends, so they can help enterprises foresee future demands and plan appropriately. Using AI-enabled analytics, the digital finance transformation can be supported through improved data quality, truthfulness, and efficiency.

After AI, quantum computing made use of the quantum mechanical phenomenon to tackle a wide variety of computational and algorithmic issues. A financial instrument, such as European call options in the derivatives market, is priced over time using the Black-Scholes-Merton model that uses Brownian motion. A wide range of applications is possible with this technology, including fraud detection, high-frequency trading, payments, and cybersecurity. The use of quantum AI (Digital Transformation) automates the entire crypto trading process to make it easy and profitable for you to invest in crypto. An advanced AI and quantum computing algorithm are integrated into a web-based computer programme. In trading, AI Quantum computing is the first system that combines AI with Quantum Computing.

Increasing accuracy, providing more reliable output, reducing manual intervention, and increasing automation are considered the top business case drivers of the digitalization of finance functions by customers. As mentioned in this article’s introduction, ICT is an integral part of our daily life. In this world, customers and investors will never be able to return to traditional forms of financial trade or services once they have participated in the digital transformation of finance.

WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?

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Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online!

84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first?

Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that the absence of customer-first thinking often brings longer contact-centre wait times & more effort, resulting in enhanced frustration & unhappy customers.

In the webinar session, you’ll discover why, and the expert panel will share top tips on how to create a CX culture that will help you achieve those all-important business objectives, including:-

  • How organisational culture is holding your fellow financial services peers back from achieving their CX goals
  • What CX leaders across financial services see as the most important factors in CX design
  • Common misconceptions on building and sustaining a strong internal CX focussed culture
  • Get actionable insight on how to develop a sustainable CX culture in your business

If you have any questions about the webinar content, please contact Boyden Manns at Boyden.manns@davies-group.com.

You can watch the full webinar below:-

Webinar: Financial services organisations struggle to create a CX culture built to last – but why? from Davies Group on Vimeo.

 

Benefit from ZOOM International’s extensive product and service offerings…

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From interaction recording to business intelligence, ZOOM International helps contact centres and back offices address compliance, service challenges, and create excellent customer experiences. Over 1,400 organisations around the world from multiple verticals like finance, healthcare, and telco trust ZOOM products for such daily tasks as voice, screen and video recording, quality management, e-learning, customer surveys, speech analytics, workforce management, and performance analytics.

ZOOM is a privately owned company in operation since 1999 with 11 offices worldwide.

 

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