Banking in the metaverse: The next frontier
As you read this, the internet is being reshaped. And it’s already transforming banking. We have not witnessed a topic explode quite like the metaverse. While extended reality (XR) technology has been...
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Future of Banking
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Open Banking
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Latest Customer Experience blogs
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Want to boost your digital journey? Then bet smart
The last two years have changed how banks are approaching their digital journeys. That’s why I wanted to write about ...
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5 ways payments can support the travel industry
Few industries have faced more disruption over the past two years than travel. Ever-changing pandemic travel ...
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Building customer connections with care hubs & experience centers
One of the things I hear most from our banking clients today is that, as they increasingly adopt digital technologies, ...
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Transforming banking to adapt to the new world
Ten years ago, the word “bank” evoked imagery of long lineups, heavy paperwork and months-long processing time. ...
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Empathetic banking at the zero moment of truth
As I touched on in previous posts, banks operating in today’s financial ecosystem are being forced to reconcile ...
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How banks can win the next generation of retail investors
The market turmoil of 2020-2021, along with an unprecedented surge that has renewed a focus on retail ...
7516 Views
Rise of the “super-app”: Opportunity or threat?
Back in 2009, Apple coined the catchy phrase, “there’s an app for that.” Since then, apps (single-use apps, that is) ...
816 Views
Choose your own adventure: A digital lending story
As a child of the ’80s, I loved the “choose your own adventure” books. The idea that, as a child, I could control the ...
801 Views
How can banks support small business recovery?
The small-and medium-sized enterprises (SMEs) landscape has been significantly altered over the last two years. Many ...
746 Views
Banking with personality: Advice for CMOs from Thrivers
Everything has changed with the pandemic. Now is the moment for bank marketers to evolve, meeting new expectations and ...
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The banking experience reimagined
Accenture identifies four opportunity areas for reinventing the banking customer experience and reinforcing trust in banking relationships.
Key trends shaping the future of payments
In a post-COVID world we have seen dramatic changes in the way customers pay, from the further shift towards a cashless society to a digital revolution in e-commerce payments. As we look forward, we s...
Rise of the “super-app”: Opportunity or threat?
Back in 2009, Apple coined the catchy phrase, “there’s an app for that.” Since then, apps (single-use apps, that is) have multiplied exponentially and become part of everyday life for most people. But...
The ultimate guide to banking in the metaverse
When Neal Stephenson coined the term “metaverse” in his 1992 science-fiction novel, Snow Crash, he could hardly have foreseen that the phrase would be everywhere by late 2021. With bigtech giants like...
Setting the stage for the best banking innovations of 2021
The Efma-Accenture Banking Innovation Awards have been a catalyst for innovation in banking since their inception in 2013. Since then, I look forward to them every year as the industry rewards and cel...
Hit or miss? Our Top 10 Banking Trends, reviewed
Every January since 2018, our annual “Top 10 Banking Trends” report has attempted to cut through the noise and reveal the real forces shaping the industry’s future. On top of the bold predictions and ...
Banking’s digital shift: Decision time for payments players
The pace of change in payments right now might seem overwhelming. The pandemic has supercharged the trend towards contactless, online and instant payments. Contactless payments, for instance, grew 150...
It’s back to the future for payments
This blog is based on my keynote presentation at the 2021 Payments Canada SUMMIT Payments leaders probably feel like they are living in the future right now. The pandemic changed the industry forever....
How the pandemic accelerated digital payments innovation
The COVID-19 pandemic has pushed digital payments into a new era as businesses around the world were forced to switch quickly from in-store to online. As more and more consumers started to shop online...
Growth in digital payments: A cross-industry view
Digital payments are gaining popularity as cash usage declines around the world. While card payments still dominate in countries where they have a large incumbent advantage, digital products like paym...
