Creating innovative, empathetic experiences across omnichannel forges long-lasting relationships with customers. Forrester predicts pandemic to have boosted digital customer service interactions by 40%. Today, business leaders see seamless and ‘aha’ experiences as the... View
Retail Banking IT difficulties and arrangements in a hyper-associated age As start-ups redraw the retail banking world map as we know it, there are estimates of $4.7T in revenue being displaced from incumbent financial services firms. The fierce competition coincides... View
When we talk about digital, it is easy for banks to lose their way in the thicket of buzzwords, fads, and corporate-speak. Digital transformation isn’t about moving traditional banking operations to a new digital home. Instead, it begins by suspending prior opinions... View
In 2022, wealth management firms consisting of commercial, and retail banks, universal banks, fund management companies, online trading platforms, private banks, brokerage firms, and family offices, are in a reinventing mode. Demographic shifts (before 2030,... View
Keep a human-centered approach All your questions while designing an onboarding experience must be customer-centric: Why is my customer applying for this banking product? What could be their needs? What could be their goals? How are we simplifying it for them? The... View
Regional banks are not behind on AI in software delivery. They are ahead. The real question is whether test automation moved with them. Most bank technology leaders have this backwards. The assumption, understandably, is that regional banks and credit unions are playing catch-up on AI, that megabanks with larger technology budgets are further along. The […]
Development moved faster this year. Most quality engineering functions did not move with it. Here is how to tell if yours is one of them. Ask most CIOs, CTOs, and Heads of Engineering at regional and challenger banks whether their development teams got faster this year, and the answer comes quickly: yes, obviously. Ask the […]
Banks increasingly consume AI through vendor APIs, SaaS platforms, cloud services, and embedded features. Proprietary architecture can limit visibility, but it does not transfer accountability. SR 26-2 states that model risk principles remain applicable to vendor products and calls for institution-specific understanding, validation, monitoring, and outcome analysis. A vendor model card is an input to […]