Article | May 27, 2021
There is a huge transformation underway in the financial services industry. Over the past year – as a result of the COVID-19 pandemic – clients have been forced to take on more of an active role in monitoring and planning for financial uncertainty. But the big change is that these clients have become much more emotionally invested in their organisations’ financial wellbeing. In a time where everything is digital first, it’s no surprise that many clients want to be able to search for answers themselves, escalate issues quickly and receive the support they need to better navigate the uncertain economic landscape, at speed.
Of course, as clients demand a smoother and more fulfilling experience, we’re seeing a shift in how financial services companies manage their business model for success in the long term. Whilst, stereotypically, the financial services industry has been considered ‘old school’, and in many cases still lags behind other industries in the digital transformation race, the pandemic is proof in point that relying on legacy systems is just not an option for the sector anymore.
Thriving during turbulent times
The good news is that many organisations in the sector are already rising to the challenge, adjusting their products and services to meet the needs of customers who might have been struggling through the pandemic themselves.
Siemens Financial, a division of Europe’s largest manufacturing company, for example, moved quickly to scale their service to meet surges in customer needs. The financial arm provides B2B financing solutions to a large client base covering both small businesses and large corporations. When the pandemic struck, while the company was quickly inundated with requests for support, they had the right mindset and tools already in place to keep things running smoothly.
At the onset of the pandemic, the organisation witnessed a 30 percent increase in customer support ticket volumes. Like with all other businesses operating in the service industry, the team were challenged with managing a huge influx in client requests, whilst maintaining their core offering of delivering a personal service to every client. Based on a data-driven decision, the team moved its entire operation online, within 48 hours. In doing so, they were able to respond to new tickets during the peak of the pandemic within just six to seven hours, plus decrease resolution time from 24 hours to little more than eight. What’s more, they quickly moved the entire team to a remote working set up.
Frictionless digital services are paramount to remaining resilient in the face of COVID-19. Of course, for all organisations, this means saying goodbye to those spreadsheets used to track customer data and instead, embracing custom built support solutions providing real-time insights to support businesses in making decisions, at speed.
Investing now, for a successful future
However, for organisations who have more traditionally operated off of old or outdated legacy systems, it can be hard for them to visualise what a more digital way of operating could look like in practice. As you think about the road to recovery, it might therefore be worth considering where to invest first for the best return. For example, according to the Zendesk Customer Experience Trends Report 2021, 67 per cent of customers are willing to spend more at a company providing them with a good experience. Whilst it may feel like the thriving organisations are the ones investing lots of money into CX technology, it’s clear that investment - or lack thereof - is being felt by customers too.
We’ve reached the digital tipping point - where holding at the status quo will actually put companies further and further behind. It’s about equipping your employees with the right technology, at the right time. We saw that Siemens Financial could keep track of customer conversations remotely, with minimal disruption. This is because the flexible platform they used to keep track of the customer experience provided their service agents with a 360 view of all clients’ prior interactions with the team. For example, whether they’ve used WhatsApp, the phone, or email to communicate with the brand, for customer experience agents using an omnichannel platform, the conversation looks the same.
Article | August 17, 2021
The current global pandemic has changed our mindset and habits, as we are forced to revaluate the current ways we do things by thinking further outside the box. Over the last 12-18 months there has been a complete contrast of fortunes in the capital markets technology sector, with some firms flourishing, some struggling to survive, and others having to reinvent themselves to do so. Here at GMEX Group it has presented a substantial opportunity for innovation, which continues to accelerate on the back of the momentum already built.
One such opportunity centres on digital market infrastructure-enabled digital assets which, despite near-term market-driven volatility, will continue to experience increasing demand for solutions and services from institutional capital markets firms.
Market Infrastructure Evolution
GMEX Group started as a FinTech company over 9 years ago and focused on supplying technology to traditional exchanges and post trade operators based on a partnership-driven approach. Over the last few years, as a growth-stage company, we have focused on both digital market infrastructure solutions (including issuance, exchange trading, clearing, settlement and digital custody for digital assets), as well as continuing with traditional market infrastructure enablement. Our hybrid market infrastructure approach has enabled us to deliver technologically advanced, institutional grade, future-proofed solutions that take advantage of the inherently positive characteristics of both traditional and digital market infrastructure.
In today’s environment, exchange matching engines, digital trading platforms and post trade systems need to embrace a hybrid ecosystem approach. Bridging the gap between traditional and digital capital markets, whilst effectively mapping to evolving regulatory frameworks, is essential. This requires an approach which encompasses traditional and digital assets, digital currencies, security tokens and digital securitisation of traditional assets including derivatives and commodities. The increasing regulatory requirements for digital asset infrastructure and the resultant demand for solutions that are fit for purpose has played into our core strengths.
We’ve worked to provide a complete hybrid market infrastructure product suite called GMEX Fusion, which is ideally suited for regulated exchanges, trading venues, custodians and banks focused on both traditional and digital assets of all kinds. Our solution set has been designed to support the latest technology and business challenges that are impacting the way traditional exchanges are looking to operate as they look to embrace digital transformation. GMEX Fusion also addresses the demands from the cryptocurrency exchanges, digital asset trading venues, Non Fungible Token (NFT) marketplaces and emerging markets looking to start-up or enhance their exchange ecosystem and support digital assets. GMEX is working with many of these entities across multiple jurisdictions as our footprint is very much global, with clients and partners all over the world.
The Fourth Industrial Revolution (4IR) is driving technological innovation in many spheres, and with it comes the need to move from analogue to digital - and embrace Exchange 4.0. The industry-changing network will see exchanges, trading venues, post trade operators, custodians, and other services interconnect more seamlessly, with the ability to swap services and assets across jurisdictions and across different types of users. This transformational solution will necessitate digital exchange trading systems, order matching engines and post trade platforms to transition from the legacy solutions that have been around for decades.
We are now moving past the second and third generation of blockchain in financial services towards Exchange 4.0 at an accelerated pace.
As an industry, we’re in a state of flux which has merely been exacerbated by the crisis. If we look at FinTech firms now, I would argue it’s the most exciting time ever because so many new technologies are emerging. With blockchain on the one hand, and AI, Internet of Things (IoT) and quantum computing on the other. From being nascent, many of these are now starting to grow as well as integrate. With all this technology around, the opportunity for innovation is immense. But that’s counter-balanced by the inertia of existing legacy platforms, processes and mindsets.
We know how the smartphone revolutionised the way we communicate, online and in every other fashion. Even 10 years ago, we couldn’t have envisioned where we are now and the extent to which it’s developed.
We are now in the same place in financial markets. We don’t necessarily see it and despite the innovation there are many silos which don’t talk to each other effectively. There is strong client demand for the full spectrum of digital and hybrid services. However interoperability and time to market remain a challenge, with traditional and multiple types of blockchain-enabled digital market infrastructure being severely fragmented.
The team at GMEX group firmly believe that digital market infrastructure and related services need to integrate with existing market infrastructure and technologies to foster interoperability. By doing so there is an opportunity to interconnect the whole capital markets value chain of participants across international nodes (jurisdictions), to more easily trade, clear and settle traditional assets and digital assets and eradicate the age-old exchange silos.
The immense opportunities
As unfortunate as the current crisis is, it will end and immense opportunities will follow once normality resumes. There is expected to be exponential growth in digital assets over the next five years, with a continued uptick in institutional demand. This is not only a huge opportunity for FinTech firms, but also a big opportunity for financial markets firms and those that provide financial services.
To GMEX, this presents an opportunity where the right answer isn’t the traditional status quo and it isn’t the decentralised Wild West. The right answer is somewhere in between, and that presents an opportunity to create new products, new asset classes and new revenue streams.
The ability to harness hybrid market infrastructure will be essential in the capital markets sector, irrespective of whether the underlying asset class is traditional or digital. And to achieve the winning position, innovation now is key!
Article | April 7, 2020
The CARES Act recently passed by Congress funded financial assistance for small businesses experiencing economic hardships caused by the COVID-19 pandemic. Two Small Business Administration (SBA) loan programs established or expanded by the act are of particular interest to family physicians: the Economic Injury Disaster Loan (EIDL) and the Paycheck Protection Program (PPP).
Article | April 6, 2020
The world is digitizing, and the world is digitizing because we’re seeking low friction and immediacy. We want immediate responses; we want stronger commerce connections that can scale up to more rapidly. So, within that framework, one can’t expect banking and financial services to stay the same as it has been, because ultimately it has to shift.
Artificial Intelligence is bubbling with a lot of energy at the moment, and so is Fintech. There has been a lot of investment going on in it, and it’s under so much spotlights. The rate of innovations and the abundance of new technologies have sprung up everywhere. Things from artificial intelligence, peer to peer lending, big data, block chain, crowd funding, digital payments, and Robo advisors, just to name a few.
We need to think about FinTech with two capitals T’s that is, TECHNOLGY and TRANSPARENCY. It’s more about technology, enabling the banking industry to do the wonder, and Transparency because it’s a sector where customers can make much more informed choices. But what has made Fintech go so unmask is just the pace of innovations in this space. FinTech has now moved from prevention to resilience. We are just at the tip of the iceberg.
Globally, the value of an investment in Fintech companies amounted to approximately 112 billion U.S. dollars in 2018, which was a record high for the sector. The annual value of global venture capital investment in Fintech companies is increasing and doubled between 2017 and 2018.
This is an industry that is hungry for change because the consumers are hungry for change, and so the big corporations, the incumbents are also ready to change. Consumers want seamless, frictionless experiences. They want all the pain points removed from their banking journey.
Table of Contents
• Artificial Intelligence- Paving the Way for the Future in Banking
- Embracing Conversational AI in Banking
- Driving Personalization in Banking through Artificial Intelligence
- AI-Model for Automated Credit-Scoring and Loan Processes
- Transforming Wealth Management with AI
- Utilizing Robotic Process Automation Software in Banking
• In Conclusion
Artificial Intelligence- Paving the Way for the Future in Banking
Artificial Intelligence has the potential to revolutionize how consumers and businesses handle financial transactions. There will surely be hits and knocks along the way, but AI is not going away anytime soon. It is the future.
FinTech companies want to deliver personalized and cost-effective finance products. To do so, they need to utilize large numbers of data from various touch-points. Introducing the financial sector with advanced techs like big data, artificial intelligence, and blockchaincan facilitate banking and finance go far beyond cashless payments and mobile services toward personalized customer experience that will transform FinTech in 2020.
Financial institutions now know their customers' behavior and social browsing history. The accelerated rise of Artificial Intelligence and machine learning has resulted in banks being able to reduce the number of operations as they embrace the power of automation. Artificial Intelligence facilitates real-time omnichannel integration of these insights to deliver a personalized one-to-one marketing experience for their customers.
AI’s potential can be looked at through versatile lenses in this sector, especially its implications and applicability across the operating landscape of banking.
Learn more: https://www2.deloitte.com/content/dam/Deloitte/uk/Documents/financial-services/deloitte-uk-world-economic-forum-artificial-intelligence-summary-report.pdf
The three main channels where banks can use artificial intelligence to save on costs are front office (conversational banking), middle office (anti-fraud) and back office (underwriting). Let’s explore more on how banks can use Artificial Intelligence to constantly innovate at scale:
Embracing Conversational AI in Banking
An artificial intelligence feature that is redefining customer engagement is conversational AI. It has been viewed as a cost-effective way to interact with customers. Nowadays, conversational interfaces represent one of the biggest shifts in banking user interfaces to date and are modifying how they obtain and retain customers and enhance their brand identity.
According to a study conducted by Juniper Research, chatbots can save at least 4 minutes of a customer service agent’s time. While saving 0.70 USD per query, in the process. Conversational AI has now become the preferred solution for productive customer communication among banks.
The universality of messaging apps, like Facebook Messenger, WhatsApp, Slack, Microsoft Teams or SMS, and the adoption of voice-activated assistants such as Amazon Alexa, Google Home, or Apple’s Siri are bringing conversations back into our banking experiences.
Conversational Banking Experience
For example, the Swiss bank UBS partnered with tech giant Amazon to merge its “Ask UBS” service with Amazon Echo. Customers can communicate with multiple banking processes, via the chat interface, such as reporting potential fraud on their banking cards, applying for an increase on their credit card limit, or getting a breakdown of their recent transactions, and more.
Driving Personalization in Banking through Artificial Intelligence
Customers need banking on the go. They are looking for more personalized experience and expect to transact with banks from the convenience of wherever they are. Data advises that businesses that offer personalized services achieve far better business outcomes. Giving the right individual experience through the right channel at the right time can make banking more personalized. AI can play a significant role in assisting banks to understand customer behavior by leveraging transactional and other data sources.
The Boston Consulting Group has estimated that a bank can garner as much as $300 million in revenue growth for every $100 billion it has in assets. All by personalizing its customer interactions.
• Artificial Intelligence enables banks to customize financial products and services by adding personalized features and intuitive interactions to deliver meaningful customer engagement and build strong relationships with their customers.
• Artificial Intelligence enables a higher degree of personalization and customization by tapping into information such as customer behavior, social interaction, and even health or important event dates, all to create a well-rounded picture of their customers’ profile.
• AI can classify prospects based on financial capability, family size, etc. and offer tailored products.
To carry out extensive personalization projects, banks are looking to collaborate. They’re now teaming up with fintech and software corporations to provide technological capabilities they do not maintain.
In 2019, the total value of transactions in the personal finance segment will amount to $1,092,496 million according to Statista. Remarkably, the market’s largest segment is robo-advisors, with total assets under management of $980,541 million. In 2023, the number of people using robo-advisors is predicted to be 147 million.
Organizations like Optimizely, Braze, and Crayon Data offer the financial sector the means to personalize the customer experience. Crayon’s proprietary AI-led recommendation engine, maya.ai, allows banks to create personalized digital experiences for their customers. All that with the help of machine learning algorithms.
AI-Model for Automated Credit-Scoring and Loan Processes
Artificial intelligence not only automates menial and repetitive tasks. It can be trained to take business decisions that normally require a specific level of cognitive thinking. Lending and credit scoring are the critical business for banks and directly or indirectly touches almost all parts of the economy.
Banks always relied on models and experts to make effective credit decisions. Now models are becoming sophisticated enough to replace experts. Banks and credit scorers are employing machine learning models to track customers’ credit records. And make well-informed decisions on loan approvals.
Banks and credit scorers are employing machine learning models to track customers’ credit records and data. And make well-informed decisions on loan approvals. The AI-based credit scoring model can score potential borrowers on their ‘creditworthiness’ by factoring in alternative data. The more data available about the borrower, the better you can assess their creditworthiness.
This data could include candidates' social media/internet activity and websites visited and online purchases history. By examining the online behavior of a borrower, these models can predict the most credit-worthy candidates for loans. And also predict who is most likely to back out.
In the new digital reality, AI-powered credit decision permits lenders to:
• Fast and secure loan origination process
• Automate borrower`s digital journey
• Find and filter unfit borrowers based on sophisticated proprietary models powered by deep neural networks
• Lessen the operational costs of origination
• Authorize unhindered scalability of the lending business
Transforming Wealth Management with AI
Wealth managers are positively deploying artificial intelligence (AI) to answer the needs of a new generation of tech-savvy high net worth individuals.
According to the 2018 Asia-Pacific Wealth Report (APWR) released by Capgemini, the APAC region witnessed a 12.1 percent growth in HNWI population in 2017, and a 14.8 percent rise in wealth, with the region, now forecast to exceed US$42 trillion by 2025.
One of the AI trends in wealth management is the potential for the technology to move beyond traditional tasks, such as KYC and risk management, to new centers of enhancing relationship management and client experience.
On the one hand, firms are investigating how they can make their relationship managers more productive. On the other, the new generation of clients wants predominant online services, assisting banks to examine how they can optimize their digital offerings.
“Consumers’ and SME’s behavior and needs are changing fast,” said Rosali Steenkamer. There is an immense data explosion with structured and unstructured data. Only big data-driven models, Machine Learning algorithms and Artificial Intelligence can tackle this to serve the right solution to the right customer. Traditional technology is simply not able to deal with these challenges.
-CCO and Co-Founder at AdviceRobo.
Relationship Managers are not motivated to capture datasets. The only solution is to encourage the front office to collect new data, as well as collaborate with colleagues who develop AI-powered products and services. Doing this will drive productivity for Relationship Managers and an enriched experience for their end clients.
Everyday tasks can be handled by AI systems, releasing wealth managers to concentrate on higher-level investment strategies. AI systems can also analyze client data to adequately create packages prepared for specific financial and social demographics. Utilizing AI in finance expands service offerings while also making them more customizable. With a variety of AI tools at their disposal, wealth managers are outfitted with the research and data insights essential to make quicker, more informed decisions for various clients.
Learn more: https://capital.report/blogs/how-fintech-is-shaping-the-future-of-wealth-management/8244
Utilizing Robotic Process Automation Software in Banking
This year robotic process automation (RPA) will continue to impact financial institutions, to help them be more efficient and effective, as well as help ensure they meet federal and state compliance requirements.
RPA is growing rapidly. Recent RPA trends and forecasts anticipate that the market for robots in knowledge-work processes will reach $29 billion by 2021. For the banking industry, robotics outlines a unique and underutilized way to increase productivity while minimizing traditional repetitive and manual-labor-intensive processes.
The accelerated rise of AI and machine learning has resulted in banks being able to reduce the number of operations as they embrace the power of automation. AI facilitates real-time omnichannel integration of these insights to deliver a personalized one-to-one marketing experience for their customers.
So, when we look at these phases of development in the Banking Industry, we understand that it’s not just about inserting technology into banking; there is a larger shift here. Part of the shift is around trust and the utility of the bank. Artificial intelligence and machine learning technologies allows banks to turn vision into reality. Whether you are ready for it or not the AI revolution is poised to provide exciting avenues for innovations.