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Banks transform legacy ops and IT to get customer-centric

73%
Of banking Readiness Leaders are reorganizing their structure around their customers’ data
81%
Of retail banking Leaders are sophisticated at using data to personalize banking
40%
Of commercial banks plan significant investment in improving self-service functionality

Commercial banks are leveraging lessons learned from fintechs and retail banking to deliver a better customer experience. Corporate customers want easy-to-buy, easy-to-use services, just like they get from their personal accounts.

Banks need to reimagine how they deliver services as new technologies equip them to transform the customer experience. Readiness Leaders are accelerating the transformation.

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41
Collaborating to accelerate innovation

Reshaping industry innovation models

Banks are focusing on collaborative innovation, working with third parties such as fintechs to help overcome legacy operational and technology challenges.

43
Implemented open APIs

Open innovation models accelerate

More than two-fifths of banking Readiness Leaders have deployed open APIs, enabling them to speed up product and service innovation.

47
Using AI for fraud risk

Emerging tech revamps risk management

Nearly half of the retail banking Readiness Leaders that are developing AI solutions are focusing on fraud risk management. Anomaly detection is one of the applications of machine learning that is adding value straight away – and Leaders are embracing this.

Watch Evan’s Story
Discover how Evan, CIO of a universal bank, is winning customers and driving organic growth while controlling costs as his bank grows.
Discover how Evan, CIO of a universal bank, is winning customers and driving organic growth while controlling costs as his bank grows.

Banks are under threat from agile fintechs and facing pressure to exchange more data with third parties. The banking Readiness Leaders are accelerating their response.

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