13 May 2022
Emotional component for financial institutions (FIs) Financial services is a numbers game; it’s arguably the most quantitative consumer-facing i…
Insights
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13 April 2022
More banks are entering the remote cash capture (RCC) market with the twin benefit of helping merchants reduce their cost of cash acceptance whi…
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16 March 2022
Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program t…
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16 March 2022
The goal of TD’s AI-Powered Digital Experiences is to build trust and deepen relationships with customers by adding value tailored to their fina…
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16 March 2022
Celent Model Bank awards recognise Financial Institutions for best practices of technology usage in different areas critical to success in banki…
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15 March 2022
Today we are announcing the winners of Celent Model Bank 2022 Awards. Our annual Model Bank program was launched 15 years ago to recognize finan…
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9 March 2022
Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quic…
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30 November 2021
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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10 November 2021
Bob Meara, Senior Analyst at Celent, interviews Imran Khan, Head of Global Digital Experience at TD Bank Group on what they're doing differently…
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26 October 2021
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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25 October 2021
Earlier this year, Celent conducted a series of conversations with clients exploring digital maturity at large banks (it can be found here). The…
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29 September 2021
Customer communications management (CCM) systems create, deliver and store outbound and inbound customer communications information (documents a…
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8 September 2021
North American banks and credit unions are achieving widely varied results with digital account openings. The most effective institutions have t…
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29 July 2021
Digital Transformation is a complex endeavor which can contain several strategic imperatives—each having several levers that can spawn multiple…
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22 July 2021
Once embraced as a uniquely self-service channel, digital has quickly become a primary customer engagement mechanism for self-service and multi-…