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Bank Operations and the Customer Experience

11 August 2017
Banks that limit their customer experience management (CEM) programs to “front-office” or customer-facing staff are not addressing every element that affects customers.

How Commercial Banks Win in Wealth Management

10 August 2017
In this paper, we will show how commercial banks can employ CEM principles and techniques to energize internal referral processes to boost new customer acquisition and expand share of wallet with existing clients.

Indian Mid-Market Companies See GST as a Boon

13 June 2017 By: Gaurav Arora
Approximately 60% of Indian middle-market companies expect the implementation of the national Goods and Services Tax to have a positive impact on their businesses. 

Improving Quality, Public Sector NPL Woes Fuel Private Bank Growth

7 June 2017 By: Gaurav Arora
The rapid advance of India’s private banks (privately owned banks) will continue and possibly even accelerate, as these providers impress middle-market companies with high-quality platforms and service, and public sector competitors wrestle with...

Addressing the Latest Trends in Distributed Ledger Technologies

1 June 2017
To increase adoption, speed development and foster community, many blockchain technology companies are deciding to distribute their software...

Focus on Building, not Measuring, Loyalty

8 May 2017
While many banks and financial institutions cite loyalty or customer experience as top strategic priorities, surprisingly few firms are fully realizing the potential value from their programs.

Open APIs: A Disruptive Technology with Benefits

3 April 2017 By: Chris McDonnell
Open APIs are an excellent example of how technology, banking and even the regulatory environment are converging, changing the way banks...

As Global Banks Sharpen Their Focus in Asia, Ambitious Locals Step In

16 March 2017 By: Gaurav Arora
The competitive dynamics of Asia’s corporate banking landscape are changing rapidly to the benefit of Asian corporate treasurers.

Meet Your Robot Broker: AI in Institutional Finance

7 March 2017
AI is now being utilized in finance, with applications related to fraud detection, credit scoring and robo-advising. To date, most of these are focused on retail rather than institutional applications, but this is rapidly changing...

Uncertainty Enables Banks to Deepen Relationships

2 March 2017 By: Melanie Casalis, Tobias (Toby) Miarka
Over the past 12 months, relatively large numbers of large companies have changed banks, and a surprising 40% of large companies express a strong willingness to switch banks in the year ahead. 

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