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Financial services leaders have spent the past decade modernising channels, migrating to cloud, and digitising journeys. Useful, but no longer sufficient. The next competitive edge is AI customer experience (CX) transformation: using artificial intelligence to make every interaction more personal, proactive, and outcome-led, not just faster and cheaper.   What is AI transformation (and why

AI is reshaping banking at speed, but the same technology enabling innovation is fueling a fraud epidemic that is eroding the customer trust banks depend on. The institutions that will thrive are those that meet this moment with AI built on transparency, ethics, and explainability. Banking has always run on trust. Customers hand over their

Author: Kevin Phillips With portfolios growing year-on-year and customer expectations at an all-time high, automotive finance providers face a clear choice: scale costly contact centre operations or invest in digital self-service channels that delight customers and transform the bottom line. The automotive finance sector is in the midst of a profound shift. Customers who arrange

As automotive finance portfolios grow, contact centre cost becomes a structural constraint on profitability. Every agreement generates predictable servicing interactions such as settlement quotes, balloon repayment queries and account updates, all of which traditionally require agent time. As volumes increase, so do recruitment costs, training overhead, infrastructure demands and operational complexity. For many regulated lenders,

Gen Z Aren’t Bad At Saving, But… Author: Kevin Phillips Generation Z and following them, Generation Alpha don’t think about money in the same way their parents do. They also have a much wider range of options, coupled with a new set of pressures upon them as they navigate their financial life. Why then should

There once was a time when, if we wanted to open a new current or savings account, the first port of call would be a bank or building society. How times have changed. A bank account with Sainsbury’s supermarket, saving money for your utility bills in an e-wallet by Octopus Energy and depositing money in

Never has it been more important for credit unions to treat members as unique individuals. Credit union member profiles are increasingly diverse and dynamic. Communities today include a wide mix of ages, backgrounds, and financial needs, from students opening their first account, to families saving for a home, to retirees managing fixed incomes. Treating all

Customers are increasingly expecting their credit union or other financial services providers to treat them as unique individuals. Indeed, if a provider risks treating all customers alike using a one-size-fits-all scattergun approach, they are likely to see these members go elsewhere. This could prove to be a costly mistake. After all, it is well known

Customers are increasingly expecting their financial services providers to treat them as unique individuals, offering them services that are matched exactly to their own personal circumstances. Against such a backdrop, embracing data analytics is essential for the future of banking. It enables institutions to stay competitive, enhance customer experiences, and manage risk more effectively in