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The next evolution of retail delivery won’t be in new self-service features, but emerging highly personalized, valuable experiences for customer…
The next evolution of retail delivery won’t be in new self-service features, but emerging highly personalized, valuable experiences for customer…
We’ve just published the latest in a series of reports that help leaders understand and promote the value of digital customer engagement in reta…
Celent has released a new report specifically for digital banking channel owners that covers specialized fintech, rising competition from non-ba…
Celent is keeping an eye on the emerging consumer tech that might provide new ways for banks and service providers to engage with digital custom…
Over three weeks in September 2022, Celent Banking team ran an online survey where we invited our contacts in the industry – clients and non-cli…
Faced with historically high inflation and energy bills, increasing interest rates, and continued geopolitical and economic uncertainty, consume…
Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program t…
Tower is a specialised personal and commercial lines insurer in New Zealand with approximately 304,000 customers across New Zealand and the Paci…
Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quic…
Interactive Voice Response (IVR) systems have greeted inbound callers for decades. Are we nearing the end of IVRs as we know them? Based on an O…
The last 18 months have been like no other in recent memory. The COVID-19 pandemic forced everyone, not just those in financial services, to rea…
COVID-19 prompted a surge of contact center activity at banks around the world. To help answer common customer questions and deflect inquiries f…
Bank of America was an industry early-mover with Erica®, its AI-driven virtual financial assistant. More than a chatbot, Erica is now a primary…
Healthcare is more important than ever, and digital health solutions are enabling personalized health assessment and overall care. Digital healt…
COVID-19 has prompted many Wealth Management firms to reevaluate investment priorities for 2020 and beyond. The following report attempts to pro…