Technology

Many of us struggle with the concept of carrying on a rewarding conversation with a chatbot, but recent improvements in artificial intelligence are making this technology increasingly more valuable to banks around the world. From helping banks to offer targeted customer products and services, to tightening the security of credit transactions, to cutting costs while improving employee engagement, AI’s contributions to making customer service better are too important to ignore.

New sanctions are continually being imposed, making life difficult for banks, which must comply or face stiff penalties. In the past, much of the work toward sanctions compliance involved burdensome manual tasks, but today, technology can lift off much of the load. Since compliance is not an option and pleading ignorance doesn’t work, banks are turning to tools such as intelligent process automation to do the job better and quicker.

Most banks have processed the message that they need to change if they plan to stay competitive in today’s financial world, increasingly infiltrated by fintech and bigtech disruptors. But the change that is required goes beyond changing strategy; it involves transforming the entire culture of a bank, from the top down. What are the practical steps banks must take to change their internal cultures and use technology most effectively?

Financial markets are among the fastest-moving markets around. People and organizations need to know where their money is, what it’s doing for them, and whether it’s at risk, on a moment-by-moment basis. Yet banks and other financial services organizations are often well-established, even venerable, with their names and reputations a vital tool in their ability to prosper.

Chief financial officers’ talents are too often lost to mundane, routine tasks that do not add much value to their important positions as their CEOs’ main advisers. Fortunately, technological innovations are removing much of the burden, freeing CFOs to fulfill their roles as prime movers and shakers, guiding their companies to new heights. Cloud technology, enterprise resource planning and artificial intelligence are proving to be time-saviors for today’s busy CFOs.

Many financial institutions are facing a perfect storm of pressure on revenues and increasing costs driven by regulatory mandates and the need for overdue investment in infrastructure. 

Banks are a mixed bag when it comes to utilising technology’s full potential: some are taking full advantage while some are trying, and often struggling, to apply technology to their existing businesses.

With all of the new developments in banking these days, it’s easy to lose touch with what really matters: the customer experience. To enhance their customers’ journeys and earn their loyalty, research shows that bank staff need to develop effective communication channels, listen and then learn what matters most to customers. What’s important to them may not be precisely what bank employees expect.

Traditional banking hasn’t worked well in some areas of the world, including sub-Saharan Africa, where a large percentage of the population has been financially underserviced. New, innovative fintechs have been only too happy and qualified to fill the void. By expanding access, fintechs are promoting economic and social growth in the region, especially in high-tech hubs South Africa and Kenya, which are setting an example for others to follow.

Data lineage is becoming more important for financial services organisations today. Increasingly, it is becoming hard-wired in regulations and in data quality frameworks like the European Central Bank’s (ECB) Targeted Review of Internal Models (TRIM) – and ultimately this is all related to the need for ‘explainability’.