Client Lifecycle Management (CLM): Re-imagined! 

Over the last few years we have seen a flurry of activity in the CLM space. Initially the focus was on adhering to new regulations – relooking at policies and modifying processes and systems. With the stabilization of regulatory changes, banks have now started focusing on driving efficiencies, lowering costs and improving experiences. Customers have 

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Will banks suffer casualties in the battle to own the customer experience?

Having access to a seamless multi-channel experience is paramount to a new generation of customers, many of whom are more likely to choose a slick mobile app over favourable interest rates. 0% balance transfers at the click of a button mean the days of the ‘bank for life’ are well and truly over – convenience 

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Cloud infrastructure is softer with software

In this digital age, disruption has become a continuum. Consumers’ needs and expectations have been rapidly evolving. It is imperative for companies to be agile with the way they operate to meet changing demands and shifting trends to sustain and succeed in a dynamic and competitive market. Robust infrastructure with powerful processors, next-gen capabilities and flexibility 

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A symphony of product owner, DevOps team and scrum master brings real business agility

“You can’t simply ask what customers really want and then try to give that to them, by the time you get it built, they will want something new.” This interesting quote from Steve Jobs has only become more meaningful and relevant in today’s context. Technology advancements, business dynamics and their associated disruption have challenged IT 

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Database of Things (DoT): The future of database. Has it’s time come?

The next big thing in information and communication technology is the ‘Internet of Things (IoT)’. IoT will change the way devices, traditionally considered as unintelligent, start communicating through internet and in the process enrich our lives. For the end user, everything appears to happen automatically, but in reality the onus is on IT organizations to 

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Setting new standards through data driven decision-making

The first wave of the web connected people and sources of information. The second wave saw the social media connecting businesses and ordinary people. Now, however, we find ourselves beginning to ride the third wave of connectivity – one in which everyday objects become connected, and technology interweaves with our increasingly connected lives. Over 50 

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Vanguard of digital disruption – Is it the design or the technology?

The last decade has seen a sharp rise in technological maturity of the human civilization. The sheer number of products and devices that humans are dependent on today far outnumber that of the technological dependency of all the previous generations put together. And this number is going to further increase in the future. However, the 

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Reimagining quality of BPM implementations for a great customer experience

Recently, I had the pleasure of hosting a webinar with Forrester analyst, Clay Richardson, and Venkata Ramana Lanka (LRV), Senior Director and Solutions Leader within the Independent Software Quality practice at Virtusa. The webinar with the topic “Embrace change, ADOPT for success” we discussed on the need to reimagine the process of quality assurance and 

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How geolocation mapping can safeguard customers’ financial transactions

The customer is always at the centre of innovation. New business propositions are being tested out almost daily to deliver services that provide engaging experiences and more convenience. Contactless payments are a great example of an innovation that has made customers lives easier. And with the Internet of Things now becoming a reality, the coming, 

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Key considerations for effective mobile testing

The World Quality Report mentions that “testing is becoming ever more critical as consumers expect a seamless end-user experience across multi-channel applications and devices in an ‘always-on’ world.” Mobile testing has no doubt exploded in the last four to five years with more users moving towards mobile. Users are very particular on the standards required 

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It pays to modernize your data architecture

In today’s world where data is collected at every interaction, be it over the phone, mobile, PC, sensors, with or without us knowing, it becomes important to have a strategy around data. Traditionally, data has been seen as something to “run the business,” but, in today’s context, it can actually “be the business” if monetized 

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7 business facets to consider for better Customer Experience Management (CEM) implementation

Digital disruption, influenced by rapid technology advancements and tech savvy consumers, is significantly changing the Marketing landscape and importantly impacting the customer decision journey. Given this context, customer experience (CX) is at the heart of engaging and building loyal customers. However, the progress of businesses in their customer experience journey has not been to the 

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Digital banking – Ushering in a new era

Digital banking has gone from being a buzzword to an everyday catchphrase in financial circles. Digital banking today means different things to different people; encompassing everything from new ways to transact, peer-2-peer channels, mobile and online banking, and the ability to send money around the world at the click of a button. Digital banking done 

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What EMV and tokenization mean for banks

Clearly two of the biggest buzz words this year are EMV and tokenization. Although they are frequently talked about together, EMV and tokenization represent two different initiatives and present opportunities as well as challenges for banks. There has been a seemingly endless spate of data breaches in the United States. Recent breaches have occurred at 

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Can technology play alchemist’s role to overcome regulatory challenges in the banking industry?

Since the end of the Global Financial Crisis (GFC), there has been tremendous pressure posed by regulatory bodies to bring discipline to the financial industry, gain trust from consumers and create a better economic system. How have effective regulatory changes been so far able to meet their fundamental objectives? Well, that depends mostly on the 

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Using mini-specs to drive better quality in Agile projects

Agile projects are often prone to issues related to requirements and design clarity, especially when there is involvement of distributed teams. One of the biggest quality levers in my opinion is “design” – both functional and technical. Putting thought upfront on the requirement and the system visualization of the functionality, and all its dependencies, is 

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