
Despite the rapid growth of digital automation with digital point-of-sale solutions, loan origination systems, automated underwriting, and data…
Subject to reasonable use.
Despite the rapid growth of digital automation with digital point-of-sale solutions, loan origination systems, automated underwriting, and data…
Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program t…
The imperative for financial institutions (FIs) to undergo digital transformation has only increased during the past two years. Many FIs are in…
Tower is a specialised personal and commercial lines insurer in New Zealand with approximately 304,000 customers across New Zealand and the Paci…
Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quic…
The marketing statements of financial institutions have for years touted“customer-first”, “customer 360”; and “omnichannel communications” to de…
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…
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…
Alternative data sources have been discussed as a possible way to provide a more digital insurance experience. In this report, we will examine d…
Over the past two weeks, I moderated and presented at the 2021 InsureTech Connect Asia and Finovate Asia conferences. The hive of activities has…
Is the intrinsic value of the coverage enough? Or do new customers want more from their insurance company? Today’s insurance experience is often…
Elon Musk once said “Failure is an option here. If you’re not failing, you’re not innovating enough". When I reflect on our work here at Celent,…
Snap polls reflect questions posed by members of the Celent executive research panel. Several members of the NA L&H panel queried about digital…
Digital customer acquisition was a white hot topic before the pandemic and has exploded since then. Our March 2021 Digital Banking Panel survey…
Celent held its digital 2021 Innovation and Insight Week from March 9 – 11, 2021. The theme we explored this year was "Accelerate!” Many of our…