THE EVOLUTION FROM CONTACT CENTER TO A CUSTOMER EXPERIENCE CENTER
The evolution of the role of the contact center agent is quickly expanding from a troubleshooting role to a more complex advisory role. In order for this evolution to be successful, organizations need to make the right investments in technology to support their workforce and eliminate many manual tasks.
- 23 January 2020
FIVE BEST PRACTICES TO SUCCEED WITH MODERN DELIVERY
Investing in a modern delivery culture offers financial institutions an immense opportunity to get and stay ahead of the curve in order to survive in today’s rapidly changing and competitive landscape. This new mindset and way of working allow FIs to modernize their workforce to embrace Gen Z while meeting modern customers’ ever-increasing expectations.
- 22 January 2020
MODERNISATION DES CORE BANKING PLATFORMS: PASSAGE OBLIGÉ POUR UNE VRAIE DIGITALISATION DES SERVICES BANCAIRES
Lisez notre point de vue traitant de la modernisation des systèmes Core Banking. On y aborde les bonnes pratiques à adopter et les erreurs à éviter pour réussir un programme de transformation éminemment complexe.
- 20 January 2020
THE ADVENT OF NATURAL LANGUAGE-BASED TECHNOLOGIES IN DATA VISUALIZATION
There is a plethora of data that exists today, and even more, created daily. By 2020, it’s estimated that for every person on earth, 1.7 MB of data will be created every second [1]. With this exponential growth in volume, we have excessive information to process and analyze. Data visualization is the process of transforming data into a graphical form to understand patterns, trends and insights that would otherwise be difficult to establish. It makes complex data more understandable, accessible and usable.
- 20 January 2020
ARE YOU CLOUD READY? PUBLIC CLOUD AND ITS RISK GOVERNANCE
Moving to the public cloud is a necessity that businesses will increasingly face for their core activities in years to come. While current approaches are mostly performed in a project-by-project fashion, a more thorough attitude to the management of the public cloud adoption becomes necessary.
- 16 January 2020
UP IN SMOKE: DEBUNKING FOUR MYTHS ABOUT CANNABIS BANKING
Cannabis banking is coming, and the industry needs trusted banks and advisors for sophisticated banking needs. Our latest article helps to debunk four common myths about cannabis banking to help you better understand the nuances of entering the space.
- 15 January 2020
2020 PREDICTIONS FOR THE RETAIL ENERGY INDUSTRY
2019 was quite a year for the retail energy industry. We saw and lived through the incredible prices in the Electric Reliability Council of Texas (ERCOT) in August, saw the impact that systematic/data errors can have on the industry, and continued to watch companies enter the market with new and unique products. As 2019 has now ended, here are a few of my thoughts on what may be in store for the industry in 2020.
- 14 January 2020
ASSISTED DIGITAL FOR ASSISTED CHANNELS
Despite banks investing heavily in enabling a modern customer experience through self-service channels, the same cannot be said for investment in assisted channels. Capco believes that there’s potential to unlock significant value in these assisted channels. This involves leveraging the platforms and patterns that banks built for digital self-service customers and further augmenting them by developing additional internal capabilities.
- 09 January 2020
DIGITAL TRANSFORMATION
Digital Transformation can be a misnomer. Understanding the context makes it easier to define an approach for achieving digital transformation, compared to building software that may improve operational efficiency, but fails to ‘move the needle’ on real transformation. In this blog, we cover three major digital transformation trends that are revolutionizing the property and casualty insurance industry.
- 07 January 2020