Core Banking
Backbase | January 12, 2024
Backbase, the global leader in Engagement Banking, has made an agreement with Danske Bank, a leading Nordic bank based in Copenhagen, Denmark.
This agreement provides Danske Bank with access to Backbase's Engagement Banking Platform, which will progressively be implemented across our digital channels in the coming years. This will enable Danske Bank to offer its customers a continuously improved digital customer experience, as the enhanced flexibility allows it to tailor its business operations around customer journeys.
Frans Woelders, Chief Operating Officer at Danske Bank, highlights: “This engagement is a testament to our customer focus and our commitment to ensuring the best digital banking experience for the future. A new platform that works across the web, mobile apps, and our adviser tools is one of the ambitions in Danske Bank’s Forward ’28 strategy, and the agreement with Backbase is the next step towards achieving that ambition.”
Our Engagement Banking Platform plays a pivotal role in achieving
Modernization and simplification of the existing IT landscape by reducing the number of silo-ed channel applications.
Mobile-first engagement model, establishing a customer-centric approach, seamlessly guiding customers between automated and expert advice.
Unified platform, consolidating data, business logic, and workflows into a single, customer-centric platform for efficient journey orchestration, benefiting both customers and bank employees.
Agility and freedom, enhancing flexibility to swiftly implement business capabilities and adapt to evolving market dynamics.
Christian Bornfeld, Head of Personal Customers and Financial Crime Risk and Prevention at Danske Bank, says: “This platform will allow us to take our interaction with customers through our digital solutions to the next level and to introduce enhancements at greater speed than ever before. It will thus enable us to provide market-leading convenience and personalization for our customers with great insights, increased proactivity, and easy access to assistance and advice.”
Jouk Pleiter, Founder and CEO of Backbase, shares, “We are thrilled to announce the engagement with Danske Bank, a visionary collaboration set to redefine the future of banking. Together, we will execute a bank-wide, digital transformation program and elevate Danske Bank's customer experience to new heights.”
About Backbase
Backbase is on a mission to re-architect banking around the customer.
Backbase created the Backbase Engagement Banking Platform – a unified platform with the customer at the center, empowering banks to accelerate their digital transformation. From customer onboarding to servicing, loyalty, and loan origination, our single platform — open and frictionless, with ready-to-go apps — improves every aspect of the customer experience. Built from the ground up with the customer at the heart, our Engagement Banking Platform easily plugs into existing core banking systems and comes pre-integrated with the latest fintechs so financial institutions can innovate at scale.
Industry analysts Forrester, Gartner, Celent, Omdia, and IDC continuously recognize Backbase’s category leadership. Over 120 financials around the world have embraced the Backbase Engagement Banking Platform - including AIB, Banorte, Barclays, BIAT, Bank of the Philippine Islands, BDO, Banque Saudi Fransi, BRD, Citibank, Citizens Bank, Discovery Bank, First National Bank, HDFC, Ila Bank, KeyBank, Lloyds Banking Group, NatWest, Navy Federal Credit Union, OTP Group, PostFinance, Raiffeisen, RBC, Standard Bank, Saudi National Bank, Société Générale, Truist, and TPBank.
Read More
Payments
ServiceNow | January 25, 2024
ServiceNow the leading digital workflow company making the world work better for everyone, announced a five-year strategic alliance with Visa, a world leader in digital payments, to transform payment services. The initial phase includes the launch of ServiceNow Disputes Management, Built with Visa—a single, connected disputes resolution solution for issuers.
Managing disputes currently involves multiple systems and teams, and many financial institutions often use siloed solutions that are not fully integrated with one another. This disconnected approach creates complexity, delays crediting and resolving disputes, can create potential losses, and ultimately, impacts the customer experience. ServiceNow Disputes Management, Built with Visa is a streamlined solution that blends the best of ServiceNow’s AI-first platform and the company’s Financial Services Operations solution with Visa’s deep technology investments. Each year, Visa helps prevent $30 billion in fraud for consumers and small businesses using cutting edge technology, including tokenization and AI, deployed throughout the entire payments ecosystem, including disputes management.
“At the heart of our alliance is a commitment to build industry-leading products that help financial institutions boost employee productivity, create great customer experiences, and drive business growth,” said John Ball, senior vice president and general manager, customer and industry workflows, ServiceNow. “By making Visa’s services available through ServiceNow’s intelligent, AI-first platform, we’re powering innovation and setting a new standard in the payments industry.”
“Solving customer pain points is core to our business at Visa, and collaborating with an industry leader like ServiceNow will allow us to help issuer partners resolve disputes more efficiently,” said Vanessa Colella, global head of innovation and digital partnerships, Visa. “ServiceNow and Visa look forward to offering clients the latest technology solutions, so they can focus on delivering an excellent experience for their customers.”
ServiceNow Disputes Management, Built with Visa will unite the entire dispute management process – from the first indication that a charge is questionable to early resolution, investigation, and final resolution. It includes a single experience for solving disputes so that employees can have high quality engagements with cardholders, as well as dashboards, automation, alerts, and the ability to audit all transactions.
Two standout features enhance its efficiency: a modern, user-friendly low code platform that allows financial institutions to make swift updates to their disputes management process, and generative AI-powered experiences that improve customer intake and agent investigation. The solution also incorporates ongoing changes to disputes rules and applies industry best practices for processes, workflows, and staying ahead of fraud.
“Banks should prioritize their CX efforts around the drivers that most influence customer loyalty. For example, resolving problems and issues quickly remains one of the most important drivers of CX and retention for many banks,” wrote Alyson Clarke, principal analyst at Forrester Research. “Banks that adopt modern and flexible digital banking processing platforms will find it easier and faster to deliver innovative (and profitable) customer solutions.”1
ServiceNow is committed to revolutionizing financial services with new products and services. This initial integration marks the beginning of a more extensive, multi-phased relationship between Visa and ServiceNow. The companies will continue to build new solutions and will distribute Visa products and services to joint customers. Together, ServiceNow and Visa will help clients improve dispute management.
1Forrester, Consumer Banking Trends, 2024: Trends Shaping Retail Consumer Banking In The Current Economic Climate, Jan 17, 2024
About ServiceNow
ServiceNow makes the world work better for everyone. Our cloud‑based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNowTM.
Read More
Investment Management
AffiniPay | January 24, 2024
AffiniPay, the leader in online payments and software solutions for professionals, announced the launch of generative AI embedded in its leading legal technology products, MyCase, CASEpeer, LawPay, and Docketwise.
“At AffiniPay, we believe generative AI can drive the type of efficiencies and insights that will result in better outcomes for our customers and their clients,” said Dru Armstrong, Chief Executive Officer of AffiniPay, parent company of MyCase, CASEpeer, LawPay, and Docketwise. “As a trusted technology partner, we have big plans to empower our customers with AI, and are excited to announce the launch of AffiniPay IQ.”
According to the newly released 2024 LawPay and MyCase Legal Industry Report, productivity is a key driver for generative AI investment, with 75% of law firms citing it as the top reason for their interest in AI. To meet this demand, AffiniPay is investing in generative AI and plans to roll out new solutions in a phased manner across the legal product suite. Starting with a MyCase beta, AffiniPay plans to extend various AI solutions to CASEpeer, LawPay, and Docketwise in the coming months.
The company’s vision is that customers will be able to utilize AI-powered conversational interface that will enable users to access their data and generate insights using natural language, directly within the interface. These future features will include
Case and firm search: Attorneys and staff can quickly get answers to their questions around a specific case or client, saving time in their day Intelligent insights: Law firms can receive customized recommendations to optimize intake, productivity, cash flow, and more Automation: Firms can create workflows, send payments, and open files - all by interacting with the platforms in a conversational way, just like they would with a trusted assistant
The first beta release of AffiniPay IQ features include document summarization and text editing, both of which will be woven seamlessly into the suite of AffiniPay’s legal products. Starting with MyCase and CASEpeer, the following AI features will be built into daily workflows
Document summarization: Empowers law firms to review case documents quickly using AI-generated summaries of their contents Text editing: AI-powered text editing embedded into the product to allow style updating, tone changes, and summarization
“We are committed to our responsible approach to innovation, and are excited to launch generative AI functionality into our software that serves our customers and their needs, and no one else,” said Bryan Thompson, Chief Technology Officer of AffiniPay. “This is the first of many thoughtful generative AI features that our team will be weaving into our product suite over the coming months.”
The second release of AffiniPay IQ features will include
Communication drafts: Attorneys and staff can quickly generate first drafts of client communications or invoice reminders Translations: Users can translate text into different languages instantly Task & event generation: Law firms can select and analyze text in notes, documents, or emails, and receive suggestions for tasks or events, saving time at every step Data population: Docketwise-specific AI feature that instantly extracts key information from copies of passports, drivers’ licenses, and birth certificates, to automatically populate immigration SmartForms
AffiniPay invites legal professionals to experience AffiniPay IQ from Jan. 29 - Feb. 2, during Legalweek in New York, where both LawPay and MyCase are sponsors.
About AffiniPay
AffiniPay is a market leader in practice management software and online payments for professionals serving legal, accounting, architectural, engineering, and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest-growing companies for 12 years in a row. Each of its brands leads the market it serves with solutions purpose-built by industry including LawPay, MyCase, CASEpeer, Docketwise, CPACharge, and AffiniPay for Associations. AffiniPay’s solutions are trusted by more than 245,000 legal & accounting professionals with more than 150 strategic partnerships and endorsements, including the American Bar Association and the American Institute of Certified Public Accountants.
Read More