Final Tech Report HD - Flipbook - Page 12
About Expleo
Expleo is a trusted partner for end-to-end, integrated
engineering, quality services and management consulting for
digital transformation. We help businesses harness unrelenting
technological change to successfully deliver innovations that
will help them gain a competitive advantage and improve the
everyday lives of people in Ireland and around the globe.
Change is afoot in financial services. Customer expectations
are ever evolving and those operating in the industry need to
MARK KENNY
CLIENT DIRECTOR RETAIL BANKING
EXPLEO
keep up with the pace and innovation that digital challengers
are bringing to the market. In the race to become industry
game-changers, financial services firms are radically
rethinking their processes and technologies. With a flourishing
financial services marketplace, which is consistently being
shaken up by new players and a society that is shifting to being
‘cashless’, Ireland is the ideal place for those in the industry to
"The customer experience has
become critical to the success
of financial services firms.
Technology is now the first
point of contact for most
consumers engaging with
financial services companies
and as a result, most firms
have significant projects and
programmes underway..."
innovate and trial their new products and solutions.
Customer Experience
The customer experience has become critical to the success of
financial services firms. Technology is now the first point of
contact for most consumers engaging with financial services
companies and as a result, most firms have significant projects
and programmes underway to ensure the customer journey is
seamless.
Interestingly, the introduction of regulations such as PSD2 and
GDPR, which could have presented significant challenges to
companies, has in fact helped firms to roll out well-designed,
safer and more customer-centric solutions.
The next few years will see this trend continue as legacy
institutions leverage new technologies such as Artificial
Intelligence (AI) to differentiate their digital channels. For
example, the introduction of chatbot technology combined
with Data, AI and Robotic Process Automation (RPA) will
increase digital customer engagement. Whether it is utilised
for predictive fraud detection or automated credit
management decisions, AI and Data will increasingly play a
pivotal role in the customer journey in financial services.
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