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How automated Digital Adoption Platforms (DAPs) improve customer engagement within financial services

Source: Finance Derivative

By Khadim Batti, Co-founder and CEO of Whatfix

Automation is everywhere across financial services;. McKinsey notes that up to 80% of transactional operations such as general accounting operations and payments processing, and around 40% of more strategic activities like financial controlling and reporting, financial planning and analysis, and treasury can be automated.

Today, customers expect their financial services providers to deliver an omnichannel experience that can aid self-service support, and banks that lack a clear long-term automation plan will struggle to meet customer expectations, according to McKinsey. But there are many automated technologies financial organisations can look to harness in order to meet these expectations.

McKinsey’s “The imperatives for automation success” survey findings suggest, that successful organisations continue to focus on employees as much as technology — and that they have instituted new ways of doing so in which employees work alongside the new technologies.

Automated Digital Adoption Platforms (DAPs), for instance, go hand-in-hand with AI & automation, especially in the acceleration of customer and employee onboarding through automation, helping to deepen customer engagement and improve customer experience.

A piece of instructional no-code software that sits as an additional layer on top of other software applications, such as login instructions or login ID management, to help train and guide users on how to best use and navigate the digital resources, DAPs can massively improve the agility and effectiveness of business processes across an organisation.

The three benefits of automated DAPs are:

  1. Simplified login

By far one of the most common processes for a customer using digital banking or other financial services is logging in to an online portal or app, whether they’re returning users or creating a new profile. For larger business customers, this expands to an extensive and highly-regulated user ID management which may involve assigning complex access permissions to various senior level team members, while one of the hurdles that a customer needs to overcome from time-to-time is resetting the password.

With an automated DAP, this process can be more easily managed through automation. For example, users can be automatically guided through logins, and in cases where additional authentication is required, a pop up can indicate that a further authentication may need to be set up by downloading an authenticator app or that the system has sent an automatic text message or email with confirmation codes and next steps.

Similar processes can be implemented for setting or resetting passwords where DAPs can help users to ensure that they meet security requirements and are as secure as possible.

Making the login experience run smoothly at every step can set the tone for the overall user experience, which can have a huge influence on customer engagement and brand loyalty.

  1. Real-time, personalised guidance

Precious time can be lost while wading through irrelevant help content on banking apps or online insurance portals, and can lead to customers feeling frustrated. Automated in-app guidance can help to cut through the noise, pointing users in the right direction and get them the help, in real time, that they’re looking for, when they’re looking for it.

In addition, DAPs can help pinpoint particular sticking points where employees or customers struggle to use applications, or where they have difficulties completing certain processes. With this information to hand, financial services can not only work to resolve any issues, but also ensure that when users are logged into the system, they are guided step-by-step through the tricky processes using an automated walkthrough. In addition, DAPs can guide people to use self-help, pointing them in the direction of the FAQ page, or watching self-help video content.

These guides can also be tailored specifically to each user, depending on where they need extra support – further improving the customer experience.

  1. Improved customer experience

At the heart of every customer request is the need to resolve a specific issue and recognising that is the best way to satisfy them. There’s a variety of personas that may need help from their bank and also their requests may vary depending on the size of business they are from or their position within the organisation. To complicate the scenario even further, some customers may have a hard time communicating their needs and what type of solution they are interested in.

According to research by Zendesk, more than half of customers will avoid a business if they had a negative customer service experience, while nearly 40% won’t return to the brand for up to two years. The top reason for this dissatisfaction is long handling times.

The biggest reason why customer queries drag on is that they can’t find a way around their challenges. Forrester Research reports that the use of self-help or FAQs increased from 67% to 81% over three years. This suggests that customers often prefer not to call in, if they can help it. A good number of your customers and prospects will try to find an answer to their questions using online help documentation, FAQs, or any product content available.

Combining self-help and DAP guidance to navigate through online banking websites will decrease the overall time and volume of customer queries, and set the organisation up towards providing efficient and effective customer support.

Conclusion

Automation is already beginning to re-shape financial services. Using automated DAPs to enable customers to navigate the digital financial space provides much more than simply the quick help they’re after – it boosts satisfaction, brand loyalty and the bottom line.

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Business

Taking Financial Services to the Edge

Source: Finance Derivative

Authored by Pascal Holt, Director of Marketing, Iceotope

Edge computing, cloud, and AI are changing the competitive landscape for financial service organisations. In a highly sophisticated and digitally mature market, speed and efficiency have become paramount to securing an advantage in retaining customers and maximising profits.

For traditional retail banks, edge computing creates opportunities to improve customer service, reduce costs, and ensure regulatory compliance. It also enables banks to personalise their services by processing data quickly and effectively. These real-time analytics translate to bespoke value-added services that provide the customer with exactly what they need.

Pascal Holt

High frequency trading firms utilise edge computing to maximise profits on high-volume, low-margin trades. Edge computing brings computation and data storage closer to where the data is being generated.

Reducing latency issues can help a firm gain a competitive advantage in high-speed order execution.

Defining the edge

The edge is the physical location where things and people connect with the networked digital world and it’s changing the way we process data. We are moving towards a more interactive world. Data is no longer merely being pushed towards us on our devices, but rather it’s being collected or “pulled” from our interactions with Internet of Things sensors we encounter in our daily lives.

As a result, the data centre is rapidly changing to no longer be the centre of data. The need to handle, manipulate, communicate, store and retrieve data efficiently is moving processing capacity closer to the user than ever before. This phenomenon is known as “data gravity” and draws the physical location of digital infrastructure closer to the data source itself. This creates a new set of challenges – and opportunities – for financial service organisations.

Changing the competitive landscape

Financial firms are not only adopting cloud-based technology to deliver a much better service for their clients, but they are doing so to remain relevant. Artificial intelligence (AI) is one such example. For processing simple, repetitive tasks or extracting insights from large amounts of data, AI applications, in combination with edge computing, have the power to create significant competitive advantages.

Management consulting firm, McKinsey & Company, estimates that AI technologies could potentially deliver up to $1 trillion of additional value each year for global banks. They found that AI could “help boost revenues through increased personalization of services to customers (and employees); lower costs through efficiencies generated by higher automation, reduced errors rates, and better resource utilization; and uncover new and previously unrealized opportunities based on an improved ability to process and generate insights from vast troves of data.”

A more personal customer experience

Technologies like AI, machine learning (ML) and natural language processing (NLP) utilise the cloud but require edge computing for processing data closer to where the data is generated. For traditional retail banking firms, that creates an opportunity to improve customer service while reducing costs.

Going back to our “push” vs “pull” discussion, retail banking has historically been very much in the push category. All customers are given the same product information, regardless of whether it is relevant to them or not. With edge computing, the data gathered helps the bank better understand individual financial needs enabling them to customise advertising and product offerings accordingly.

HSBC is taking this type of customisation one step further with Pepper, a semi-humanoid robot, operating in several branches in the US. Pepper uses NLP to interact with customers. The data intelligence needed for Pepper to successfully and beneficially engage with human customers also requires real-time, low-latency analysis of large quantities of data. All of which is easily served through edge computing.

While Pepper may be a fun way to engage with customers, there are plenty of other use cases for edge computing in banking and financial services. Security and fraud detection/prevention is critically important as unauthorised financial fraud losses across payment cards, remote banking and cheques totalled £360.8 million in H1 2022, according to UK Finance. There is also a significant regulatory burden on modern banking and edge computing enables real-time monitoring of compliance to those regulations required by law.

Challenges ahead

Many banks have net zero targets they are trying to achieve by 2030. The Big Six US banks have announced a variation of carbon neutral and net zero plans in the last two years. In addition, the UN-backed Net Zero Banking Alliance is bringing together more than 100 banks from 40 countries to align their lending and investment portfolios with net-zero emissions by 2050.

From a data centre perspective – whether that be in the cloud, on-premises, in colocation, or at the edge – technology solutions are available today to help achieve these goals. Advanced liquid cooling solutions can achieve a 1.03 PUE or below. Precision immersion liquid cooling, for example, captures >95% of server heat inside the chassis, significantly reducing energy costs and emissions associated with server cooling.

Water consumption is negligible as little to no mechanical chilling is required.

Beyond sustainability, there are some unique considerations for edge computing. IT computing loads are usually required to operate reliably in locations not built specifically for IT equipment. Whether it is indoors around people or in harsh external environments, the equipment needs to be purpose built for edge computing. With precision immersion liquid cooling, the sealed chassis form factor provides the same kind of protected environmentally controlled conditions found in a data centre facility. It is also designed to withstand all types of IT environments with minimal impact on its local surroundings.

Edge computing is just starting to make an impact on the financial services industry. As technology continues to improve customer service and increase competitive advantages, it will become more important than ever for organisations to have the right solutions in place to enable those opportunities.

Many of these applications are pushing the limits of existing technologies and opening the door to new alternatives. Now is the time for organisations to take a bold step and embrace these new technologies.

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Business

Accounting Automation in the Future

Source: Finance Derivative

Accounting automation is the process of streamlining repetitive tasks in financial processes. For example, some processes like invoicing are time-consuming and repetitive. Automation can reduce manual labor and save businesses both time and money. Also, it helps improve accuracy, reduces errors, and provides more accurate financial reporting.

Accounting automation in the future will be increasingly important for businesses to stay competitive. But every new change comes with both advantages and challenges. Let’s dive in to get ready for this future trend.

Potential Future Benefits of Accounting Automation

Increased Efficiency and Cost Savings

Accounting automation is a great way to increase efficiency and cost savings. For example, AI bookkeeping uses advanced algorithms to automate many accounting tasks. So, companies can track expenses, prepare financial reports, and more using AI.

It reduces the time needed for manual entry. So, businesses can spend fewer labor hours on tedious processes. They can increase efficiency by freeing up resources for more strategic work. It also helps reduce errors and inconsistencies associated with manual processes. So, the cost of compliance is lower because of greater accuracy.

Improved Accuracy and Reliability

Accounting automation can improve accuracy and reliability in accounting processes. For example, Automating bank reconciliation is less prone to errors from human mistakes or miscalculations. You can automate the process to identify discrepancies between the bank statement and accounting records. It helps to ensure that financial reports remain accurate and reliable. So businesses can take corrective action faster than processing data manually.

Streamlined Business Processes

Streamlined business processes involve eliminating unnecessary steps, reducing paperwork, and automating repetitive tasks. This allows businesses to focus on higher-value activities, such as developing new products, improving customer service, and developing strategic plans for the future.

Making a Better Decision

Accounting automation can enhance decision-making in 3 ways.

1. It enables businesses to access real-time information from multiple systems. So they can identify trends for better decision-making.
2. Automated accounting also helps with forecasting, budgeting, and auditing tasks. It enables businesses to be more proactive in their decision-making processes.
3. Also, automated accounting tools can integrate with enterprise resource planning (ERP) systems. They can manage data across the enterprise and make concise decisions that are favorable to the company as a whole.

Increase Customer Satisfaction

Accounting automation can help businesses increase customer satisfaction by streamlining their processes and providing a more efficient customer experience. For example:
4. Automated accounting systems can automate tedious manual tasks such as invoicing, data entry, and payroll processing. This allows businesses to focus on other aspects of their operations that are more important for customer service.
5. Automated accounting systems can also provide customers with more accurate and timely financial information. The information can help them make better decisions about their finances.
6. Also, accounting automation enables businesses to respond quickly to customer inquiries. It helps reduce wait times and improve the overall customer experience. So, you can build better relationships with their customers.

Improved Accessibility

Accounting automation takes place online or comes with cloud-based solutions. So, you can access your information and do your job from anywhere instead of being confined to one spot.

Challenges to Implementing Accounting Automation in the Future

Cost of Technology Infrastructure Upgrades

Automating an accounting system often requires businesses to invest in new hardware and software, such as servers and other associated equipment. These upgrades come with a hefty price tag that may be difficult for small businesses to afford.

There are also extra costs, such as installation fees, setup charges, software licensing fees, cloud storage costs, and maintenance fees.

Training Requirements for Staff Members

Accounting automation involves using advanced technology to automate certain processes. So, it creates a need for trained staff members who can handle the new technology. Training requirements vary depending on the type of software used.

Some common training includes record-keeping procedures, software applications, and troubleshooting skills.

Regulatory Compliance Issues

Accounting automation can be a time-saver, but it also requires firms to be aware of the applicable rules and regulations. Companies must ensure that their automated systems are compliant with relevant laws and regulations such as Generally Accepted Accounting Principles (GAAP), International Financial Reporting Standards (IFRS), and other applicable accounting standards.

Besides, they must also comply with legal requirements related to taxes, financial statements, and other reporting obligations.

So, businesses must consider the complexities of regulatory compliance when automating accounting.

Security and Data Protection Concerns

As businesses move their accounting processes to the cloud, they are exposed to a wide range of potential security risks. Data breaches can cause significant damage to the business’s financial and reputational integrity. Besides, the complexity of automated accounting systems can make it difficult to identify and detect suspicious activities or errors in the system.

To ensure data is kept secure, businesses must have strong measures in place to protect against unauthorized access, encryption, and regular backups of data.

Furthermore, companies must train their staff on the proper use of the system. It helps staff to know how to protect confidential information from being accessed or misused by unauthorized personnel.

Businesses may also need an experienced IT team to monitor and maintain the system to keep up with any changes or updates for optimal performance.

Final thoughts

Accounting automation has come a long way in the past few decades. It is likely to continue to advance in the future. As technology continues to evolve, more businesses will likely begin taking advantage of automation in their accounting processes. So, businesses should be aware of the potential challenges and prepare to stay competitive.

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Business

How banks can help customers during the cost of living crisis

Source: Finance Derivative

Lavanya Kaul Head of BFSI, UK & Ireland, LTI Mindtree

Surging energy and food prices are significantly driving up household expenditure, which means living standards in the UK will fall to 2.2% this year, according to the Office for Budget Responsibility. This is the biggest drop in any single financial year since the records began in 1956-57.

It’s a tough situation for many consumers who are still struggling with financial hardship following redundancies and pay freezes from the pandemic. According to TSB’s Money Confidence Barometer, 82% of people have experienced an increase in the day-to-day cost of living. This resulted in almost a quarter of them using their savings, while one in five changed their usual spending habits and behaviours.

As the financial situation worsens, consumers are increasingly relying on their banks for help and support. But, while banks can’t control inflation, energy or food prices, they can play a more supportive role by adapting their services to offer stronger customer service, better tools for financial management and be more flexible with loan repayments.

Strengthen customer service with intuitive AI solutions

Since the pandemic, consumers have changed the way they bank, using more mobile apps for primary banking rather than going into physical branches. This provided an opportunity for banks to accelerate their investment in digital services including automation and offer customers more support during the cost of living crisis.

Effective tools include AI-powered chatbots which respond intelligently to customer enquiries to quickly help troubleshoot problems and provide useful advice. But to be successful, you need to ensure you strike the right balance between an efficient and convenient process and creating a personalised experience. Customers need to feel like you understand and care about their problems and are here to help, rather than just fobbing them off with a monosyllabic bot. To avoid this, banks need to embrace intuitive AI solutions to ensure that empathy comes across in all automated interactions with customers. While doing that, messaging is key. In times of stress, we don’t function as well and financial struggles are a huge stressor. The clearer the message and the simpler the instructions, the better.

Financial education, when combined with technology solutions such as open banking, can offer more long-term solutions for people to navigate their finances. This can help put more information into the hands of the consumer to help them grasp their financial situation better. Some banks have cracked this with innovative solutions like HSBC’s Financial fitness score tool that can analyse your money habits and signpost you towards ways to improve your financial health. This may include joining one of the financial education webinars run by the bank or having a ‘financial health check’ with a member of staff.

Launch money management features & apps

Introducing money management features and apps to increase the visibility of a customer’s financial situation, empowers them with the information they need to make smarter choices.

TSB offers Spend & Save and Spend & Save Plus current accounts which include a savings pot that enables customers to put extra money aside when they can and an auto-balancer feature that automatically transfers money from the savings pot into their current account if their balance falls below a certain level. This allows them to start building up savings and protects them from unnecessary overdraft charges.

Personal financial management (PFM) apps also help customers get a better understanding of their finances. These connect with a customer’s bank account and enable them to keep a close eye on their spending habits and track upcoming bill payments. An example is Prism, a PFM app which allows customers to manage bill payments by sending them reminders about due dates. It also provides a summary of their income, account balance and monthly expenses at a glance, therefore consolidating all their financial information in one place and saving time on bill payments.

Lloyd’s Banking Group and HSBC launched a subscription management tool for all customers on mobile, allowing them to see and cancel recurring card payments for things like TV subscription services. HSBC says that during the first quarter of the year, it led to customers dumping around 200,000 subscriptions.

Introduce payment holidays

While improved customer service and financial management tools are important support tactics, they might not be enough for more vulnerable customers. For example, those who are about to default on mortgage payments or loans due to redundancy or periods of ill health need banks to do more, like offering payment holidays. Banks relaxed the rules for payment holidays during the pandemic, so they should consider doing it again to help more vulnerable customers through the crisis. Customers need to understand that they are not alone when experiencing financial difficulties and that help is available

Ride out the crisis together

As inflation reaches a 30-year high, customers are now more reliant than ever on banks for guidance and support. But to provide the right level of service, they need to move away from their traditional ways and behave more like technology companies by embracing automated solutions to create the right products and services for customers. Then layer on top of that the need for more personalised and empathetic customer interactions, as well as consider additional support for more vulnerable customers.

While we don’t know how long the cost of living crisis will last, what we do know is that the pressure on household finances is likely to get worse before it gets better. Therefore, banks need to step up, be the supportive partner and do whatever they can to help customers. After all, the only way we can ride out the crisis is by supporting each other and working together.

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