Vivek Sharma

Vivek Sharma
Jun 11, 2020

While the pandemic has hastened digital transformation efforts, financial institutions have an ongoing interest in workforce upskilling and reskilling

Faced with thinning margins, increasingly complex regulations and consumer demands for digital channels, today’s financial institutions find themselves under more pressure than ever to use their time and resources as efficiently as they can.

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Inefficiencies such as a bank’s disjointed data systems, manual processing of authentication for new account openings or outdated payment processes don’t just cause headaches for employees and customers alike — they also play directly into the hands of fraudsters.

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Back in the last century when I was a commercial banker, revenue generators reigned as the undisputed kings and queens of the bank.

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Heading into 2019, big banks and financial services firms continue to expand digital interactions to enhance relationships with their customers.

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By the time customers call contact centers today, most of them have been or are on the website.

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Not Supported Stellar service doesn’t stop at meeting basic customer needs: It means anticipating them to build the foundation of a strong relationship and a more “human” experience.

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Not long ago, bankers tallied creditworthiness with a fat envelope full of papers they assessed over the course of weeks.

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I’m always excited every March when nearly 200,000 people crowd into Austin for South by Southwest, composed of annual interactive/digital, film and music conferences.

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