Customer expectations in financial services are rising fast, with demand for seamless, personalised, and always-on experiences across every interaction.
Authentication, identity, and trust services are primed to be delivered by financial services.
As of October 2024 UK rules mandate that banks reimburse victims of Authorized Push Payment (APP) fraud within five business days, up to a maximum of £85,000. Almost two years later, how has the industry responded to this policy and what impact has it had on customers?Zil Bareisis
Looking beyond, what does the next phase of preventing APP Fraud look like?
Regulatory reporting and compliance should be automated and optimised allowing human relationship managers to support customers through the complaints process. Aptean explains.
CX is a discipline within most organisations, sitting on the edge of marketing, relationship management and product design. Rather than just a job spec, shouldn’t CX be embedded in every job description?
What are the shifts in CX with the advent of AI, how can you create an intelligent CX without the friction, which can be adopted by financial services?
Whilst AI is reshaping customer support at pace, the experience for many customers and particularly those who are vulnerable, is falling short. Our latest research shows 88.3% of senior decision makers believe AI can improve customer outcomes, however only 23% are confident their approach is not increasing the risk of bias or digital exclusion.