The next evolution of retail delivery won’t be in new self-service features, but emerging highly personalized, valuable experiences for customer…
Research related to Finn AI
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2023/09/24
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2023/09/07
We’ve just published the latest in a series of reports that help leaders understand and promote the value of digital customer engagement in reta…
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2023/04/19
Celent has released a new report specifically for digital banking channel owners that covers specialized fintech, rising competition from non-ba…
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2023/03/23
Celent is keeping an eye on the emerging consumer tech that might provide new ways for banks and service providers to engage with digital custom…
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2022/11/11
Over three weeks in September 2022, Celent Banking team ran an online survey where we invited our contacts in the industry – clients and non-cli…
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2022/10/31
Faced with historically high inflation and energy bills, increasing interest rates, and continued geopolitical and economic uncertainty, consume…
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2022/03/16
Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program t…
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2022/03/14
Tower is a specialised personal and commercial lines insurer in New Zealand with approximately 304,000 customers across New Zealand and the Paci…
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2022/03/09
Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quic…
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2021/11/30
Interactive Voice Response (IVR) systems have greeted inbound callers for decades. Are we nearing the end of IVRs as we know them? Based on an O…
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2021/10/26
The last 18 months have been like no other in recent memory. The COVID-19 pandemic forced everyone, not just those in financial services, to rea…
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2021/03/10
COVID-19 prompted a surge of contact center activity at banks around the world. To help answer common customer questions and deflect inquiries f…
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2021/03/10
Bank of America was an industry early-mover with Erica®, its AI-driven virtual financial assistant. More than a chatbot, Erica is now a primary…
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2020/10/02
Healthcare is more important than ever, and digital health solutions are enabling personalized health assessment and overall care. Digital healt…
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2020/08/11
COVID-19 has prompted many Wealth Management firms to reevaluate investment priorities for 2020 and beyond. The following report attempts to pro…