customer experience

Digital first in banking: Going beyond the interface

Think of the changes in the past ten years in terms of how we deal with our banking needs. We moved from telephone banking to online or internet banking. The iPhone became more popular and apps got better and more secure. It is hard to remember how we managed with the rudimentary tools of ten […]

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Ground attack or air strike: Winning the banking customer battle

You have the mission to grab territory. You called in the lieutenants to devise a strategy. The Air Force general makes a strong case to efficiently blanket the territory with air campaigns. The Army favors the tried-and-true approach of gaining ground inch-by-inch. Banks hoping for growth are faced with a similar dilemma. Banking is undoubtedly […]

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Financial services live at IBM Think 2019

This blog has been updated to include video replays of live sessions at IBM Think 2019 and presentation pdfs when available. Read below to find session materials related to financial services. Welcome to Think 2019 in San Francisco, CA! This week the conference begins, and I hope you’re booking plans to engage with the great […]

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Automating is the way of the future in banking

The future is here with the convergence of technologies and capabilities including AI, robotic process automation, blockchain, advanced analytics and cloud. Together, the convergence is causing major change in all aspects of our lives. Business processes are being recreated and automated; and to keep up, we need to change the way that we work and […]

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How emerging tech can drive world-class banking customer experiences

At Money 20/20 in Las Vegas last month, IBM’s first Chief Digital Officer Bob Lord sat down with McKinsey’s Dan Stephens for a fireside chat on emerging technologies that can enable differentiated, magical experiences in the financial services industry. When Stephens asked Lord where he felt financial institutions should start to make momentum with change, […]

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Evolution through digital reinvention in banking

Today’s banking systems evolved from the first merchants bartering and carrying goods between early villages and towns. From there, banking expanded across the world in the form of lenders supporting trade across the Silk Road in ancient Greece, the Roman Empire, and the Han Dynasty. Our most closely related banking systems evolved in medieval and […]

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Banking to the power of IBM: opportunity at Sibos 2017

At Sibos 2017 in Toronto IBM will show how we are empowering global banks by helping them digitally reinvent for tomorrow. Here is a preview of our focus at this year’s Sibos: Enterprise blockchain – IBM is leading the advancement of blockchain with many projects under way in financial services including foreign exchange payments netting, […]

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Reinventing Financial Services

We’ve been long saying that financial services firms today are undergoing a radical transformation. From pressures around data security, a constantly evolving regulatory environment, and disruptive new players (fintechs)—all amplified by cost pressures and diminishing margins—it’s clear that business models need to quickly adapt. To further complicate the landscape, customer expectations continue to evolve, as […]

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