Latest Customer relationship management and knowledge management News: Finextra Research

Online Checkout and Payment Security – Balancing Act and Moving Target?

In this FinextraTV interview, Mark Barnett, President Europe, Mastercard and Alexa von Bismarck, President EMEA, Adyen, explain how the payments industry must strike a balance between providing an efficient consumer experience and a secure experience. From Chip and PIN to Tap and Pay to using a device to pay to purchasing online now – where most of the security issues sit – the pair discuss how tokenisation could be a solution for mitigating the moving target of fraud and friction.

20 November 2024

Finextra TV/Sibos

Overcoming Transaction Banks’ Cross-Border Payments Pain Points

In a FinextraTV interview for Sibos 2024, Chad Wallace, Global Head of Commercial Solutions, and Alan Marquard, Global Head of Transfer Solutions at Mastercard, discuss existing pain points for banks in facilitating commercial cross-border payments, including trapped liquidity and high rates of failed payments. As global trade grows, they see opportunities in developing solutions that help banks overcome these issues and transform the experience for their corporate customers.

21 October 2024

Finextra TV/crime

Fighting Fraud with Form3: The Importance of Focusing on Customer Experience

In the final installment of this 3 Part series, FinextraTV and Nick Fleetwood, Head of Data Services, Form3, discusses how fraud prevention is all about customer experience. Consumers are accustomed to payments flowing in real-time and funds reaching their destination in seconds. However, when customer are notified about a potential fraudulent attempt, this in itself is a negative user experience. As a result, banks must ensure they are using insights to understand the level of trust - how trusted the sender is, how trusted the receiver is, and how trusted the relationship between them is - before sending a fraud alert. Further, suspicion can also be a valuable tool in any bank's toolkit: by analysing behavioural characteristics of the payment, coersion can be detected and aligned with how fraud has been recorded in the past, prioritising customer experience.

24 September 2024

Finextra TV/markets

Communify Fincentric Unifies Financial Data with Acquisition from S&P Global

John Wise, Chairman and CEO of Communify Fincentric, explains the backstory to the company's acquisition of Markit on Demand from S&P Global. Aimed at fixing the financial industry's persistent challenge of fragmented data, this strategic move unifies client and market information in a single platform, integrating over 4,000 global data feeds to enhance AI-driven insights for portfolio managers, advisors and self-directed investors. By merging these data sets, the business intends to set a new standard for the broking, wealth and asset sectors, enabling institutions to navigate complex data landscapes and drive growth in a digital world.

15 August 2024

Finextra TV/retail

What African Banks are Prioritising Today

Join FinextraTV at the Temenos Community Forum 2024 as Lee Allcorn, Managing Director, MEA, Temenos and Deribie Asfaw, President, Cooperative Bank of Oromia talk about the priorities for banks across the African continent and the speed at which business and innovation operates here. Today, clients are prioritising trust, security and ensuring that their investments are as risk-free as possible. In addition to this, providing services to those that are unbanked and underbanked in a low cost manner continues to be an issue to be resolved. The conversation also turns to scalability, as financial institutions in Africa look to reach new channels and new markets.

15 July 2024

Finextra TV/retail

Fintech in Asia: How are Digital Experiences Evolving?

Join FinextraTV at the Temenos Community Forum 2024 as Ramki Ramakrishnan, Managing Director, APAC, Temenos and Trinh Vinh Hien, CTO & CDO, PVcomBank provide an overview of how the APAC region is leading when it comes to efficient digital experiences and the innovations that have come to the fore since 2022. As more and more customers expect digital access to all services, scalable solutions are imperative for financial players in Asia, the Pacific and further afield. While the likes of Alipay and WeChat attempt to bridge the gap between the banked and unbanked, innovation must ensure it is fit for purpose for all.

10 July 2024

Finextra TV/payments

How Composable Banking Platforms Can Support Digital Transformation in Corporate Banking

At EBAday 2024, Stefano Brega, Director & Head of Global Payments Practice, Be Consulting (Engineering Group) and Gianluca Finistauri, Head of Digital Corporate Banking & Open Banking, NEXI Group, discuss how composable banking can help financial institutions quickly adapt to changing customer needs and market conditions. Composable banking platforms offer benefits such as flexible, scalable and customisable solutions for different types of enterprises, and facilitate the creation of consistent and autonomous ecosystems that can also foster innovation through partnerships.

09 July 2024

Finextra TV/crime

Verification of Payee: Why pan-European cooperation matters

At EBAday 2024, Hays Littlejohn, CEO, EBA Clearing and Erwin Kulk, Head of Service Development and Management, EBA Clearing, explain how network-based fraud pattern and anomaly detection can boost the customer experience and safety provided by verification of payee checks. The pair exposes the added value that EBA Clearing’s pan-European verification of payee solution will bring as from its launch in December 2024. Cooperation on fraud mitigation was one of the biggest topics at EBAday and this practical example of a collectively designed and delivered toolset makes it clear why joining forces against fraud matters.

08 July 2024

Finextra TV/payments

Why without technology, there would be no banks

Join FinextraTV at the Temenos Community Forum 2024 as Maurya Murphy, Senior Product Director, Corporate Banking, Temenos and Benjamin Wey, Senior Advisor, Hamilton Reserve Bank chat through how technology can be used to streamline operations and grow and develop as a business. For the largest global bank headquartered in the Caribbean, technology is essential for resolving problems that all traditional banks face, such as lack of communication and lack of customer support. There is now an expectation from customers of a much closer link between banking and technology, and corporate clients are looking for more personalisation, more choice and more sustainability in their products.

08 July 2024

Finextra TV/ai

AI, the Mechanism for Anticipating Customer Needs

Join FinextraTV at the Temenos Community Forum 2024 as Arun Thallapelly, Global Head of BSG, Temenos and Tielman Walters, Chief Technology Officer, Barko survey how digital innovation is helping banks make key connections with customers. Considering the wealth, facets and magnitudes of data available to financial institutions, the discussion taps into how effectively leveraging this data could provide banks with a detailed picture of how a customer currently behaves and would behave in the future. Organisations now need to anticipate needs in a much more effective way and AI is the tool to utilise to achieve this. AI can help precisely understand what the next step of the user journey will be and in turn, products and usability can be enhanced.

05 July 2024

Finextra TV/wealth

Private Banking: Today’s Needs and Expectations

Join FinextraTV at the Temenos Community Forum 2024 as Shabi Shafei, IT Lead, ABN Amro & Marlou Jenniskens, Managing Director, Digital Wealth Products, ABN Amro, explore how the private banking landscape is changing and with that, banks like ABN AMRO are adapting their products and offerings to ensure they are meeting these shifting expectations. These altering needs are also resulting in changes in how banks leverage technology and collaborate with providers to meet goals.

20 June 2024

Finextra TV/payments

IP Regulation, VoP and Interoperability: Preparing for the October 2025 Deadline

FinextraTV and Banfico’s CEO Kannan Rasappan explore all the current moving pieces of the puzzle for payments service providers in the EEA region, dive deep into the biggest challenges ahead of compliance with the incoming instant payments regulation in October 2025 and how Verification of Payee will impact this. VoP must also be considered as a fraud and financial crime mitigator, and the conversation turns to how cross border payments could open the door to potential scams and how banks must stop operating in siloes to prevent them. Banfico is running an upcoming webinar to delve deeper into these topics with other key players in the VOP landscape.

12 June 2024

Finextra TV/cloud

How cloud and SaaS enable customer-centric innovation for banks

Join FinextraTV at the Temenos Community Forum 2024 as Azfar Karimuddin, Chief Cloud Officer, Temenos & Dan Broten, CTO, EQ Bank, explore the advantages for banks running on the cloud, including how the technology helps to deliver better customer services and experiences. Discussing SaaS, they also pinpoint exactly how this technology can help banks innovate faster and develop new business models.

11 June 2024

Finextra TV/devops

Changing the future of credit with agile engineering

In this episode of Unplugged, Harry Jell, CTO at Yonder, talks with Andrew Smith from RTGS.global, about building a successful credit card company in today’s financial climate. They discuss the seamless use of merchant data for user rewards, the importance of AWS and Kubernetes for scalability, and explore potential avenues to enrich transaction data.

20 December 2023

Finextra TV/payments

Agile digitalisation for future-focused issuers

Jos Veendrick, the Regional Head for Continental Europe at TSYS, a Global Payments company, assesses the challenges issuers face with legacy technology and the growing demand for convenience and personalisation in digital transactions. Our discussion covers cloud-based services and API-centric approaches, addressing industry needs and anticipating future growth in the digital payments landscape.

22 November 2023

Finextra TV/retail

The positive impact of AI on customer experience in financial services

With the shift from Google to GPT-4 for information searches, Greg Krasnov, the founder of Tonik Bank, examines AI’s growing influence on the financial industry ahead of this week's Singapore FinTech Festival. The discussion explores how banks are adopting AI, the implementation of Gen AI in customer interactions, where friction between regulation and innovation may arise, and the impact it is having on customer acquisition and credit applications.

15 November 2023

Finextra TV/wholesale

The customer engagement imperative: What banks can learn from the FinTech playbook

Gareth Wilson, UK Banking and Capital Markets business lead, Capgemini & Elias Ghanem, Vice President and Global Head of Capgemini Research Institute for Financial Services, reflect on the growth of digitalization across the industry and a shift in customer needs. They discuss the challenges banks are facing as a result, what they should be investing in and leveraging to tackle this challenge, and how they can use data and AI/ML technologies to create superior customer experiences that drive growth. They also reflect on how positioning the CMO as a customer strategist and chief engagement officer can further enhance growth opportunities.

10 May 2022