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Warm wishes to all our Muslim friends on this Eid Al Adha! In case you missed it, here are our latest articles on Islamic banking and finance: ● FAB innovates services for SME banking in the region: https://bit.ly/3COFnzE ● Global growth in Ijarah and lease financing: https://bit.ly/3PwIN1F Subscribe to access TABInsights premium content: https://bit.ly/3PALjEe #eidaladha #eid #eidmubarak #eiduladha #happyeid #eidaladha2023 #eid2023

Wishing everyone a happy and healthy Dragon Boat Festival 2023！端午安康！ Please visit and subscribe to TABInsights for more relevant articles: ● 3 out of Top 10 global retail banks in Asia are from China Read: https://lnkd.in/d3we7nS2 ● Alipay beats top global platforms in coverage, service and ecosystem bandwidth Read: https://lnkd.in/da9nyze7 ● 3 out of Top 10 most recommended platforms in Asia are from China Read: https://lnkd.in/ddSdf6Ba #dragonboat #dragonboating #dragonboatlife #dragonboatfestival #dragonboa #tabglobal

Future of Customer Experience: Instant, interactive and interconnected The RadioFinance session on Beyond Banking: Creating Exceptional Customer Experience held on 23 May 2023 featured industry experts discussing new technologies that can enable the next level of customer experience. Martin Buchholz of CIMB Thai Bank, Dipen Mehta of Microsoft and Frankie Wai of Temenos shared their insights and analysis on how financial institutions improve customer experience and what the future trends are. The session was moderated by Chris Kapfer, director of research at The Asian Banker.  The session opened with remarks that banks are enhancing customer experience in a more disciplined and holistic way. Dipen Mehta said that the focus is on a human-centered design that prioritised customer journeys across different business lines and that customer engagement involves the entire organisation. Martin Bucholz stressed the need for a diverse, non-banking customer experience team to encourage innovation. He said that while the focus initially was on improving user interface and user experience, the scope of customer experience has expanded.  He said: “The team that we built is responsible for more than just digital user interface and user experience and the tools for turning us into a more customer-centric organisation. Digital isn’t digital only. You always have the human interface in the customer journey.” Frankie Wai, explained that a ‘design-first’ approach is all about simplifying complex processes. The Temenos Design Center of Excellence adheres to seven principles: customer centricity, intuitive design, human interface guidelines, visually-appealing designs, functional capability, innovative thinking, and consistency. He said: “These principles aim to enhance user engagement and foster customer loyalty.” The panel also talked about the importance of having a unified data lake that consolidates data to enable effective analytics, and the need to combine structured data—such as risk appetite, and account details—with unstructured data from interactions across multiple platforms to achieve hyper-personalisation.  Wai said: “The platform needs to be able to capture all forms of financial and non-financial information available for a customer and make it ready as insights in a digital format to the front-end users.” The panel also discussed the potential of conversational artificial intelligence (AI) to further enhance customer experience. Mehta explained that GPT-based AI technology, often used for chat interfaces, can also be used internally in business operations. Generative AI can provide financial advisors with summarised and actionable insights from extensive data, including from external sources, enhancing rather than replacing their job functions. More details in the comment section ⬇️ Temenos, Microsoft, TAB Global #retailbanking #personlisedexperience #TheAsianBanker #Temenos #Micorsoft

Future of Customer Experience: Instant, interactive and interconnected The RadioFinance session on Beyond Banking: Creating Exceptional Customer Experience held on 23 May 2023 featured industry experts discussing new technologies that can enable the next level of customer experience. Martin Buchholz of CIMB Thai Bank, Dipen Mehta of Microsoft and Frankie Wai of Temenos shared their insights and analysis on how financial institutions improve customer experience and what the future trends are. The session was moderated by Chris Kapfer, director of research at The Asian Banker.  The session opened with remarks that banks are enhancing customer experience in a more disciplined and holistic way. Dipen Mehta said that the focus is on a human-centered design that prioritised customer journeys across different business lines and that customer engagement involves the entire organisation. Martin Bucholz stressed the need for a diverse, non-banking customer experience team to encourage innovation. He said that while the focus initially was on improving user interface and user experience, the scope of customer experience has expanded.  He said: “The team that we built is responsible for more than just digital user interface and user experience and the tools for turning us into a more customer-centric organisation. Digital isn’t digital only. You always have the human interface in the customer journey.” Frankie Wai, explained that a ‘design-first’ approach is all about simplifying complex processes. The Temenos Design Center of Excellence adheres to seven principles: customer centricity, intuitive design, human interface guidelines, visually-appealing designs, functional capability, innovative thinking, and consistency. He said: “These principles aim to enhance user engagement and foster customer loyalty.” The panel also talked about the importance of having a unified data lake that consolidates data to enable effective analytics, and the need to combine structured data—such as risk appetite, and account details—with unstructured data from interactions across multiple platforms to achieve hyper-personalisation.  Wai said: “The platform needs to be able to capture all forms of financial and non-financial information available for a customer and make it ready as insights in a digital format to the front-end users.” The panel also discussed the potential of conversational artificial intelligence (AI) to further enhance customer experience. Mehta explained that GPT-based AI technology, often used for chat interfaces, can also be used internally in business operations. Generative AI can provide financial advisors with summarised and actionable insights from extensive data, including from external sources, enhancing rather than replacing their job functions. More details in the comment section ⬇️ Temenos, Microsoft, TAB Global #retailbanking #personlisedexperience #TheAsianBanker #Temenos #Micorsoft