Finance Derivative Magazine Issue 2

Page 30


From high-touch to no-touch: THE CHANGING FACE OF BANKING Interesting times call for innovative solutions. While banking has had its eye on the digital prize for decades, COVID-19 has become a catalyst for more urgent digital transformation. Here, Monica Spigner, Executive Vice President, Business Transformation and Mike Sloman, Senior Vice President at Teleperformance explore the ways in which front-end banking processes have changed for the better, thanks to digital technologies Banking gets a bit of an unfair reputation. A traditional sector governed by stringent laws and regulatory bodies, has arguably been a bit more tentative in wrapping its arms completely around online tools than sectors such as retail or hospitality. Online banking has certainly been around for longer 30

thank you think (the late 90s), and let’s not overlook the luxury that is the cash point (still technology in action). However, over the past six to nine months we’ve seen unprecedented change in how banks are now interacting with consumers. During the current global health pandemic, we saw five generations living, working and quarantining simultaneously – the first time in human history. Homes suddenly became workplaces, and we turned to technology to remain connected, operational and profitable. For a sector previously reliant on face-to-face interactions, banking had to go back to the strategic drawing board and look at how quickly and effectively it could adopt digital tools to change frontend processes, at scale and against the clock. The results have been encouraging, turning turmoil into opportunity.

Following in the footsteps of retail If retail is the kingdom of all things digital, then Amazon is its queen. Whether we’re talking about its Prime delivery service, Alexa-enabled smart devices or the upcoming and very first online-only Whole Foods store in the US, if you can imagine it, then Amazon has probably done it.

Mike Sloman

Articles inside

Switching The Tax Evidence

pages 62-63

Building Trust Into Your Audit

pages 60-61

The Artificial Intelligence

pages 64-65

Banking In A Second Wave

pages 54-59

The Uptake Of Trading During

page 53

Property And Cryptocurrency

pages 50-52

Fintechs Aren’t Moving Fast

pages 46-49

The Silver Lining In Insurance

pages 38-39

What Does The Future Of

pages 32-33

4 Steps To Help CFOs Define

pages 42-45

The Next Generation Of Travel

pages 40-41

Driving Digital Transformation

pages 36-37

From High-Touch To No-Touch

pages 30-31

It’s Time For Open Banking To

pages 34-35

The Role Of The Finance

pages 6-9

Assessing The Current

pages 27-29

The Future Of Finance Lies In

pages 10-11

Cloud Connectivity

pages 20-21

What Investors Are Looking For

pages 14-15

Raising Standards In The

pages 22-23

Advancing The Hybrid

pages 24-26

`How Can We Benefit From

pages 12-13
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