How chatbots are delivering lasting benefits for the financial services sector

Ever since the advent of computer use by established banking and insurance organisations in the early 1950s, financial services has been a sector that generates an enormous amount of customer transaction data.

That's why they've adopted analytics tools for big data use cases, and it's why they've been one of the first sectors to pilot the deployment and applications of artificial intelligence (AI) systems.

AI chatbot market development

According to the latest worldwide market...

By David H. Deans, 05 April 2019, 0 comments. Categories: Apps, Customer Service, Disruption, Marketing.

Why digital transformation requires people to change as well as technology

It's a proven fact, digital transformation is not possible in a large enterprise organisation where legacy middle-managers do everything within their power to resist any change to the status quo. A lack of culture change will typically result in no meaningful progress.

According to Gartner, a proactive and adaptive culture is a critical asset and some CIOs will likely play a role in establishing the right mindsets and practices within their organisations. Gartner predicts that by 2021, some CIOs will be...

By David H. Deans, 15 February 2019, 1 comment. Categories: Customer Service, Disruption, Industry.

How blockchain is revolutionising telecom business support systems

Sponsored The business support system (BSS) remains the lifeblood of any communications provider. You can spend all you want on the network, but if you want to get that fast speed to a customer and make it useable, you cannot neglect the back office.

If you have an ageing BSS, your very survival could be at stake. These warnings have been concerning telecom operators for some time. Take a report

By James Bourne, 14 January 2019, 0 comments. Categories: Customer Service, Operators, OTT Services.

Why telecom service providers are exploring more AI applications

Savvy CIOs and CTOs at communication service providers are busy developing comprehensive strategies for the application of cognitive systems that enable new types of automation. The market leaders are currently engaged in numerous pilot and production projects that are a catalyst for further innovation.

The use of artificial intelligence (AI) and machine learning within the telecommunications domain is now an established practice and chatbots, customer services, and network management are areas where AI...

By David H. Deans, 02 November 2018, 0 comments. Categories: Apps, Customer Service, Disruption, Operators.

Why operators need to forge a greater link between digital transformation and customer care

Operators are stuck between a rock and a hard place today. They need to be seen to move towards a process of digital transformation – whatever that term means – while trying to constantly improve the customer experience.

The latter is an area where the telcos have traditionally struggled – and according to a new report published by BriteBill and Omnisperience gauging the views of 40 tier-0 and tier-1 service...

By James Bourne, 11 October 2018, 0 comments. Categories: Billing, Customer Service, Operators, Research.

Mobile merchant transaction growth in emerging markets: A guide

Through its ubiquity and reach, the mobile phone has become an enabler of financial inclusion for developing nations across the globe. Many countries in areas such as Sub-Saharan Africa and the Asia-Pacific region have experienced the rapid adoption of 'mobile remittance' services.

Numerous telecom service providers have expanded and tailored their services to offer the world’s poorest populations access to more sophisticated products - such as personal savings and loans. Worldwide a...

By David H. Deans, 07 September 2018, 0 comments. Categories: Customer Service, Devices, Mobile, Networks.

How telcos can win and retain customers with analytics

In the shifting telecommunications landscape, identifying competitors is more difficult than it used to be. Telecommunications companies (telcos) are no longer just competing among themselves for customers – they must now fend off challenges from device manufacturers and over-the-top (OTT) services running on their network infrastructure, as well as popular digital service providers such as Amazon, Netflix, and Spotify.

Price is no longer an effective differentiator. Years of competing on cost in...

By Mel Prescott, 22 June 2018, 0 comments. Categories: Big Data, Customer Service, Machine Learning, Operators.

How easy-to-understand billing is a big opportunity for telecoms to improve customer experience

As 2018 begins, it’s clear that the customers of telecoms operators want to receive their bills and get information about their usage and other relevant services in more personalised and visually appealing ways.

The next 12 months will see a shift to offer this as operators do more to change and update their billing communications. New technologies, such as chatbots, are also being introduced to enhance the customer experience.

Bill confusion

While this is great news, currently, much remains the same...

By Orla Power, 08 February 2018, 0 comments. Categories: Billing, Customer Service.

The future of fintech platforms: Innovation and disruption to come

The latest global fintech market study shows that the insurance segment will drive revenues for platform providers, which is the largest proportion of revenues in 2018. This is based on the vast potential for digital distribution within the traditional insurer industry.

That said, wealth management will also grow rapidly, based on the increasing popularity of intelligent software agents called 'robo-advisors'. As the underlying technology improves, roboadvisors will become increasingly autonomous.

Roboadvisor...

By David H. Deans, 17 January 2018, 0 comments. Categories: Consumers, Content, Customer Service, Machine Learning.

Telecoms sector paying out more than ever to remedy customer service faults

A new study from Servion reveals the same old flaws: the telecoms sector in the UK is paying more than ever because of poor customer service.

The study focused on the energy, financial and telecoms markets, with Servion taking its data from the ombudsman of each industry. The report found that the communications sector has seen a significant rise in complaints in the UK with a total of 29,503 complaints – up 132% on 2016’s total.

As users expect more in terms of value from their providers,...

By James Bourne, 12 January 2018, 0 comments. Categories: Customer Service, Research.