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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…
While artificial intelligence has been selectively implemented to help banks fight financial crime, recent breakthroughs in AI technology promis…
Moving Ahead with GenAI It’s hard to believe how quickly Generative AI (GenAI) technology has gained traction across industries worldwide. Since…
Is that a shocking headline? Clickbait? Last month I had the pleasure of attending the AWS Financial Services Analyst Summit, followed up by the…
Celent recently published the Dimensions: IT Pressures and Priorities report series. This annual survey of bank executives worldwide is used to…
GenAI has rocketed from moonshot to reality. To flesh out the reality in the financial services industry, Celent surveyed executives in roles ti…
About the Showcase Gen AI is the hottest topic in the industry right now. Insurers are reaching out daily with questions and the need for advice…
As insurers look to take advantage of powerful new artificial intelligence (AI) capabilities, they need to modernize and expand their existing d…
This report represents the second in the 2-part series “The New Wealth Management Paradigm – From Apps to Agents.” The wealth management industr…
For many years Microsoft Excel was the staple application of finance teams. Perhaps one of the earliest “no-code” solutions, the combination of…
We recently held our first insurance executive roundtable event of the year, at our offices in New York. In attendance were 35 executives from t…
Just as COVID-19 provided the “aha” moment for accelerating digital transformation in the insurance industry, generative AI (Gen AI) is the “aha…
Last week the Celent corporate banking team published its annual Technology Trends Previsory: Corporate Banking 2024 Edition which can be downl…
The intersection of P&C insurance with Generative AI and Large Language Models (LLMs) signals a transformative shift in the industry. "Beyond Hu…
The life insurance vertical stands at a pivotal juncture with the advent of Generative AI and Large Language Models (LLMs). "Beyond Human Intell…
Celent held a full day event for insurers focused on Generative AI (GenAI) and Large Language Models (LLMs) in the insurance industry last Wedne…