CategoriesIBSi Blogs Uncategorized

U.S. Banks and the COVID-19 Crisis

The speed of the COVID-19 crisis has shocked us all. Any assessment of the scale of the human tragedy or the impact on the economy risks being out of date in short order. Our financial sector is at the forefront of the COVID-19 impact on the global economy given the integral role financial services play in the economy. For Banks, one conclusion we can make with confidence is that this time is very different from the global financial crisis in 2007-2008.

The COVID-19 crisis is having an immediate impact on the real economy as travel is curtailed and business activity, especially consumer led sectors such as hospitality and travel, has dropped precipitously. In contrast during the crisis of 2007-2008 the broader economy entered a recession due to issues that originated in the financial sector.

The U.S. banking system is significantly stronger than the last crisis with amounts of capital and liquidity far above required regulatory amounts having been built-up since 2007-2008. The U.S. regulators confirm that in the United States “the largest banking organizations hold $1.3 trillion in common equity and $2.9 trillion in high-quality liquid assets (HQLA).” The banks have sufficient capital and liquidity to support their corporate and retail customers through this difficult time (which is what regulators, politicians and the public will expect them to do). Furthermore, some large U.S banks recently announced they will conserve capital by suspending stock buybacks.

Of course, the experience of regulators, banks, and authorities during the last financial crisis has informed a wide range of actions during the last ten years meant to strengthen banks, including stronger capital and liquidity requirements. This has also included a focus on managing the range of operational risks that are critical in dealing with this crisis, including not losing sight of new cyber threats that may surface as a result.

What are U.S. banks doing today? Their most immediate priority is to ensure continued operations of their business by implementing business continuity plans (BCP) lead by senior management. These plans will focus on ensuring the safety of their staff and customers. Key actions given the risk of COVID-19 will include firewall type arrangements such as separating staff into various teams working from different locations and even sub-teams with such mundane arrangements as using different building entrances etc. The investment in duplicate facilities and capacity, enabling banks to continue to operate such activities as trading floors and processing centers, is integral to a robust BCP. Aside from the new physical aspects of operating, banks will also need to address the cultural and behavioral aspects of remote working models at a scale not previously imagined.

Given the immediate impact the COVID-19 crisis is having on the real economy through job losses and business closures, banks have customers who are now unable to make loan repayments and pay credit card bills, etc. The U.S. regulators are encouraging banks to provide relief to individuals whose changed circumstances mean they are unable to service their obligations (this includes not requiring a relaxation of loan terms to trigger a downgrade in the loan classification) or need relief from such charges as early deposit breakage fees and ATM fees. Many companies have a near-term liquidity squeeze that will look to their banks for relief and support.

How will Banks proceed after their near-term crisis management? The direct impact of the COVID-19 crisis and the various actions taken by Central Banks and governments worldwide will have long-term ramifications for Banks. For example, the monetary policy resulting in record low U.S. dollar interest rates will adversely impact the profitability of U.S. banks.

The credit quality of banks’ loan portfolios will deteriorate due to the forecast now of a global recession (S&P Global forecasts effectively zero growth in the U.S. for 2020). The rapid increase in job losses will soon have a material impact on retail credit costs, including mortgages and credit cards. Banks with exposures to companies in the industries most adversely impacted will likely soon experience significant deterioration of their loan portfolios and sharp increases in the cost of credit. For larger companies, their inability to access capital markets will likely increase their reliance on banks for some time to meet their funding needs. While there were already some signs that the 10+ year benign credit cycle was coming to an end, it is almost certain that this will now accelerate, leading to some weaker companies no longer being able to access credit unless there is significant governmental intervention.

Some trends will continue as before this crisis. The investments that banks are making in technology to create a digital environment, including moving more transactions to online banking, will likely accelerate. The “lower for longer” interest rate environment and increasing credit costs mean that improving efficiency will be an even higher priority, including reducing branch footprints and implementing radical new ways of working that won’t require as much commuting to high-rent central business districts. Longer-term, these industry dynamics provide an even greater incentive for increasing the pace of industry consolidation (there are over 5,000 banks in the United States).

Banks in the United States have exceptionally strong balance sheets and liquidity positions. Furthermore they are better prepared than ever operationally to handle this crisis. We are still learning about both the human impact and the impact on the real economy of this crisis. Although, for banks, we already know they are better positioned than ever to fulfill their role in supporting a strong financial system while meeting their customer’s needs during this challenging period.

Mark T. Robinson, a Senior Advisor to Cedar, is a banker with an extensive banking career including as CEO of ANZ EMEA, CEO of Citi South Asia, and, most recently, as CEO of a UAE based bank. He has a BA and MBA from the University of Chicago.

CategoriesIBSi Blogs Uncategorized

Coronavirus & The Financial Sector: The Co-Relation, Impact & Way Forward

 Coronavirus or COVID 19 has triggered an economic collapse globally over the past few months and experts say that the worst is yet to come! Coronavirus has dealt the last nail in the coffin to an economy already burdened with unprecedented debt levels and company valuations.

The stock markets globally have gone into a freefall with major indices falling between 10-20% in the past couple of weeks, with all major countries entering a bear market (>20% decline from 52 week highs). While the biggest losers have been the tourism, aviation, hotels, energy and leisure sectors, the slump in oil prices has sent shockwaves across a global economy that is already staring down the barrel of a meltdown.

This article attempts to dwell deeper into COVID 19’s impact on the financial sector, more specifically the impact on banks, banking technology companies and fintechs.

Banks, the vital cog to any economy, are facing multifold challenges. While the 2008 financial crisis was attributed to sub-prime mortgage loans and the real estate bubble, it is no secret that the 2020 meltdown will be attributed to unprecedented levels of corporate debt. Let’s lay out some of the key challenges:

  1. Significant downturn in bank valuations driven by plummeting stock prices
  2. Large drop in transaction volumes among business and retail customers reducing fee and commission incomes
  3. Pressure on net interest margin, arising from multiple reductions in interest rates by central banks globally
  4. Adverse impact on credit quality and rising NPAs initially triggered by ‘zombie companies’ and then SMEs. The impact will be magnified by companies operating in ‘code-red’ sectors such as tourism, aviation, leisure, energy and oil and gas which can result in mass bankruptcies, unemployment and negative economic growth

The chart below takes the top 20 banks globally with the exception of China Construction Banking Corp and depicts the total decline in their stock prices over the period 24th February to 13th March 2020.

The average bank stock has declined ~29% over the past 20 days, with the median decline at ~33% and experts fear that this is only the beginning of the colossal damage that lies ahead. The range of the stock price decline is ~57%. Liquidity issues coupled with slowdowns in credit growth and fee income are all set to manifold in the coming days and the situation ahead looks grim to say the least. Regional and country specific trends are becoming apparent as well, for instance, if we were to consider the sharp recovery of the Chinese markets and ignore their numbers, the averages share price decline climbs to ~36% and the median decline inches up to ~34%. The Japanese banks have fallen ~29%, American banks ~28% and worst yet, European banks have fallen a staggering ~48%.

Let’s turn our attention towards banking technology companies and fintechs. While the former is expected to be hit severely, the latter could emerge as a dark horse. FinTechs that provide innovative offerings using digital solutions could potentially emerge as winners. The same can’t be said about banking technology providers running multi-billion dollar technology transformation projects across the globe. Let’s dissect some of their biggest challenges:

  1. The current business scenario poses a significant risk to current projects in terms of time and cost overruns, project delivery and profitability and in some cases could escalate to project standstills and closures. Banking technology companies globally are plunging into Business Continuity Planning (BCP) mode.
  2. If substantial risk to current projects wasn’t bad enough, a substantial and adverse impact on revenues going forward is expected as a result of delayed proposal approvals and pipeline conversions, which could topple firms into cost cutting mode
  3. Team members stranded across the globe and COVID 19 infected teams add up to severe company-wide ramifications and people related liability. Additionally, in light of project delays and closures, unprecedented pay cuts and lay-offs will be seen

The chart below takes the top 20 banking technology companies and shows the total decline in their stock prices over the period 24th February to 13th March 2020.

The average banking technology stock has declined ~23% over the past 20 days, with the median decline at ~22%. The decline’s range is ~53%. Banking technology companies are yet to see the full impact of project overruns and other risks to on-going large-scale projects, which has sent leading companies into Business Continuity Planning (BCP) mode. American banking technology companies are down ~19% and Indian banking technology companies ~21%. Now, if we were to look at the impact on Europe’s leading banking technology providers, with the exception of Adyen, the average decline inches up all the way to ~32%.

At this stage, the global outlook looks forlorn with most leading investment houses predicting a US and EU recession by July 2020 and many fearing that it is already here. However, even these treacherous times present some opportunities for banks, banking technology companies and fintechs.

Banks with surplus capital, a strong balance sheet and end to end digital services stand to emerge as winners in the medium to long term. In the immediate term, banks will look at end to end digitization in a lean and fast-tracked manner to ensure that all products and services can be accessed digitally. Already 72% of UK consumers and 62% of US consumers carry out majority of their banking online and these numbers are only set to rise globally given the restrictions and lockdowns enforced globally. Banks will look at strategic branch consolidations and branch closures to save costs and resort to pay cuts and layoffs where necessary.  Challenger banks with a full gamut of digital services and digital only models could emerge as winners based on how they harness the opportunity and how quickly they can onboard new customers and up-sell, cross-sell existing customers.

Banking Technology companies with a proven track record in cloud-based delivery (SaaS solutions) and offshore services could emerge as winners among the losers. These are primarily banking technology companies that have rode the paradigm shift towards microservices based architecture from a modular architecture which facilitates the effective deployment of cloud-based solutions. Secondly, banking technology companies will be able to answer the vital question; Does remote working work? If so, it could bring down costs significantly, transform the business model and improve bottom lines for companies globally. Lastly, long term opportunities through deferred up-sell, cross-sell and collaborations exist for companies that continuously exceed client expectations and deliver projects effectively.

It’s a mixed bag for fintechs really. Funding is set to dry up significantly after a stellar 2019 wherein fintech funding climbing to ~$100 Bn.  However, fintechs with targeted product offerings such as early payrolls, chatbots and contactless payments through digital platforms will continue to standout. Cloud-based banking suppliers like Mambu, Thought Machine, nCino and Leveris can emerge as winners. Additionally, banks would be more willing to work with agile fintechs now more than ever before as they look at targeted solutions from fintechs in the leanest, quickest and most cost-effective for their short-term fixes and transformations.

One thing is for sure, a daunting 2020 beholds with many challenges and some opportunities!

Written By,
Sooraj Mehta
Cedar Management Consulting International

CategoriesIBSi Blogs Uncategorized

How banks and NBFCs are getting through COVID-19 using digitized loans

By Ashok Kadsur, Founder, SignDesk

Banks and NBFCs in India are experiencing a sudden downturn in business due to the ongoing COVID-19 epidemic, with over 80% of companies reporting a decreased cash flow and the lowest reported economic growth rate in six years, according to FICCI.

Why are financial organizations feeling the pinch?

Banks and NBFCs rely heavily on the maintenance of a steady cash cycle to keep their business afloat, and loans are a crucial part of this cycle.  Loan processes are now facing considerable disruptions in India. There are two reasons:

First, both individuals and organizations have not been taking loans due to the health risks involved in the physical nature of the onboarding and loan disbursement process.

Second, businesses are trying to stay put and weather the storm by reducing their financial activities, such as taking loans.

Addressing these two reasons will go a long way in returning the activities of banks and NBFCs to normalcy post the COVID-19 pandemic. But how are they being treated?

How digitized loans are helping fix the problems?

Digitizing the loan disbursement process is a quick and easy solution to this two-pronged problem, as it reduces the health risks of obtaining loans to zero. It is because no physical contact with other individuals is involved in the digitized loan process.

Additionally, the low cost of onboarding and the reduced turnaround time of digitized loans lowers the financial burden of loan disbursement on banks and NBFCs, allowing them to offer mortgages at lower rates to businesses that are reluctant to obtain loans due to the financial implications.

Therefore, by adopting end-to-end digitizing of the loan disbursement process, banks and NBFCs are beginning to get their businesses back on track while ensuring profitability.

End-to-end loan digitization 

Start-ups are already offering end-to-end loan digitization solutions to banks and NBFCs. Chief among these start-ups is SignDesk, which provides a catalog of digital onboarding and documentation solutions to digitize loans.

SignDesk’s Video KYC product, scan.it, is used to digitally onboard customers. Following this, a loan agreement is ratified digitally through the online payment of stamp duty, via stamp.it. The loan agreement is then signed digitally and executed using ink.it, an e-signature workflow solution. Finally, payments on the loan are automated with link.it, an eMandate workflow solution.

In this way, the entire process can be completely digitized, thus reducing the risks of obtaining loans and injecting some much-needed stimulus into the financial ecosystem.

(Disclaimer: The views and opinions expressed in this article on Coronavirus (COVID19) are those of the author and do not necessarily reflect the views of  IBS Intelligence.)

CategoriesIBSi Blogs Uncategorized

The Payment Hub is Dead – Long Live the Digital Ecosystem

by Vinay Prabhakar, Vice President, Product Marketing, Volante Technologies

The business of payments – and payments technology – has transformed. In the pre-internet age, banks made money primarily from lending and deposits, supported by batch mainframe systems, with payments a minor sideshow. As electronic payments volumes started to take off in the early dot-com era, banks began to treat payments as a distinct business, driven by fee and transaction revenues. They packaged their offerings as monolithic, silo-ed financial products—and mirrored them with a complex silo-ed technology architecture.

The payment hub was originally conceived as a response to this complexity, to help banks eliminate processing silos and streamline their payments businesses. As we approach nearly twenty years since the first hubs were brought to market, it is a good time to evaluate whether hubs have delivered on that original promise.

Unfortunately, they have not. Many banks that made significant investments in hubs are still running legacy systems, with some institutions even having ended up with different hubs for different payment types, an architectural oxymoron. Many hubs have also proved unable to adapt to the challenges of real-time payments, always-on open banking, and the move to the cloud.

The stakes are high: today, payments generate over $1tn in revenue, with that amount, and transaction volumes, set to double over the next decade. If the traditional hub won’t allow banks to capitalize on this growth, then what will?

Before answering this question, let’s take a look at the trends that are shaping the payments industry, and how these are affecting the basic business model of banking.

Business and competitive environments are now very different from past decades. Competition is depressing fee revenue and rising payment volumes are driving up processing cost, eroding margins. Open banking is allowing challenger banks and non-bank service providers to disintermediate banks from their customers and is placing a premium on innovation and “fintech-like” agility from banks. With complexity in clearing and settlement growing and regulatory pressure mounting, banks are struggling more than ever to bring new payments services to market.

Most importantly, in this era of rapid transformation, both consumer and corporate customers want something different – they want their banking experiences to match the seamless, tailored real-time experiences they are accustomed to across social media, ecommerce and mobile applications. Services above and beyond traditional product offerings are in demand and, with brand loyalty declining, customers are more than happy to switch banks to obtain those experiences.

The combination of competitive pressure, technological change, and shifts in customer demand is forcing banks to change perspective and become much more customer-centric. They are viewing themselves as value-added service providers in a digital customer experience ecosystem, rather than purveyors of financial products. This altered perspective allows the answer to our original question to come into focus—the correct technological response to the transformational demands of business is to move away from monolithic payments applications and hubs glued together by middleware, to digital ecosystems.

A digital payments ecosystem consists of a number of independent components that interoperate easily and symbiotically allowing for rapid development of new business services. It is open; designed to support open banking interaction models, and API banking, with every function accessible as a service or microservice. It accommodates services from multiple third-party vendors – and banks. It is cloud-ready; operating in public, private or hybrid cloud models and able to mix and match where services and data run based on a bank’s deployment and data security requirements. It is inherently real-time and 24×7, unlike legacy hubs with real-time workflows grafted onto batch/RTGS scaffolding.  Lastly, it enables banks to own their roadmap – loosening vendor dependencies by eliminating the need to wait for vendor upgrades in order to release innovative new customer services and experiences.

Traditional payment hubs are dead, or dying – but new ecosystem-based payments technology approaches are ready to take over. Long live the next generation of hubs—the digital payments ecosystem!

 

CategoriesIBSi Blogs Uncategorized

Secure Chorus hosts powerhouse in quantum-safe crypto at UK FinTech Week 2019

Elisabetta Zaccaria, Chairman, Secure Chorus

At UK FinTech Week 2019, Secure Chorus brought to the stage a powerhouse of thought leaders in the field of post-quantum cryptography from UK government, industry and academia. The speakers discussed the quantum threats considered to be the next undefended frontier of cybersecurity and the significance of the problem for the finance industry.

Quantum-related technologies have the potential to massively disrupt the finance industry in algorithmic trading, fraud detection, encryption and transaction security. And yet, with these opportunities also come information security threats, as current encryption methods become simpler to break. Because organisations within the finance industry process and archive sensitive data over long time-frames (up to a decade or more), it is becoming clear that this industry needs to start upgrading all critical infrastructure to be quantum safe.

This was the theme of our recent Thought Leadership Platform addressing the finance industry at the UK FinTech Week 2019. Entitled “Quantum-Safe Finance: Preparing for the Storm”, the event was joined by government, industry and academic experts to discuss quantum threats for the financial sector. Speakers included experts from the UK National Cyber Security Centre (NCSC), ISARA Corporation, Post-Quantum and the Centre for Secure Information Technologies (CSIT).

The massive processing power that will be unlocked by quantum computers will make the public key cryptography we are using today vulnerable. This could bring on-line e-commerce and banking fraud to a systemic breach-type scenario. Blockchain-based technologies that rely on the Elliptic Curve Digital Signature Algorithm (ECDSA) would also not be ‘quantum safe’, exposing the burgeoning cryptocurrency markets to cyber risks.

The vision statement for our Thought Leadership Platform was to raise awareness on the need for greater cooperation between governments, industry and academia to develop successful quantum-safe initiatives.

The market has seen rising investment and excitement surrounding transformational opportunities created by quantum computing. However, the significant threat to our global information infrastructure posed by large-scale quantum computing has greatly overshadowed by it.

Our panel spoke about the design of quantum computers drawing upon very different scientific concepts from those used in today’s conventional or ‘classic’ computers. This could eventually enable them to factor large numbers relatively quickly, which means that they will potentially be able to significantly weaken the public key cryptography that has protected the majority of data to date.

Popular cryptographic schemes based on these hard problems – including RSA and Elliptic Curve Cryptography – will be easily broken by a quantum computer. This will rapidly accelerate the obsolescence of our currently deployed security systems, creating an unprecedented scale of the threat that will require a significant amount of time and resources to mitigate.

Without quantum-safe cryptography and security, all electronic information will become vulnerable to cyber attacks. It will no longer be possible to guarantee the integrity and authenticity of transmitted information. Importantly, encrypted data that is currently safe from cyber attacks can be stored for later decryption once quantum computers become available. From a legal perspective, these scenarios would mean a violation of regulatory requirements for data privacy and security that organisations are required to comply with.

This means there is now a pressing need to develop public key cryptography capable of resisting such quantum attacks. This can be achieved by developing post-quantum algorithms based on different mathematical tools that are resistant to both quantum and conventional cyber attacks.

Standards-setting bodies, including the US-based National Institute of Standards and Technology (NIST) as well as the European Telecommunications Standards Institute (ETSI), are currently in the processes of selecting the strongest cryptographic algorithms in a step towards standardising the relevant algorithms, primitives, and risk management practices as needed to seamlessly preserve our global information security infrastructure.

Of the various post-quantum cryptographic scheme candidates, lattice-based cryptographic schemes (LBC) have emerged as one of the most promising classes for standardisation. For three reasons: first, due to their efficiency and simplicity; second, due to their good security properties; and third, due to their manifestation into more complex security functions.

In order to make the transition from the security we use in the digital space today to a fully quantum-safe one, we need to fundamentally change the way we build our digital systems. We need technology solutions that bridge the gap between current cryptography and quantum-safe cryptography without causing a complete breakdown of systems because of one algorithm not being able to communicate with the other.

Standards help technologies speak the same language. However, the required standards won’t be ready for several more years. In the meantime, we need a path to quantum-safe security. One method of developing quantum-safe public key cryptography is the deployment of a new set of public key cryptosystems for classic computers that can resist quantum attack. These cryptosystems are called ‘quantum-safe’ or ‘post-quantum cryptography’. The principle behind them is the use of mathematical problems of a complexity beyond quantum computing’s ability to solve them. The key takeaway message from our Thought Leadership Platform was that there is a pressing need to start planning for the transition to quantum-safe systems. This is especially relevant in industries such as finance, due to the complexity of their systems that will require several years to be updated.

By Elisabetta Zaccaria, Chairman Secure Chorus

CategoriesIBSi Blogs Uncategorized

Sit tight, modern APIs will soon take banks on a fast ride  

Hans Tesselaar, BIAN

The world of banking today is like a race car on the grid preparing for the inevitable green light. There is a lot of noise before the ‘go’ signal; from the vehicles revving their engines, pundits in commentary boxes speculating on the race outcome, and spectators cheering on favourites from the grandstands. When the chequered flag drops and the race begins, a plume of dust and smoke is left behind as the vehicles speed off across the track. The winner is yet to be decided… 

In banking, the race is just starting. Amidst the noise, speculation and fanfare, success in this industry will come down to one key thing: open APIs. Those that can harness them correctly will take the top spot on the podium. 

Shifting up a gear 

Modernisation in retail banking is largely being driven by customers, who have come to expect a level of digitalisation consistent with what they experience in other areas of their lives. Simply compare well-known consumer tech innovations such as the Amazon Echo, or Google’s impressive AI-enabled search function, to understand why people expect more from those who handle their money.  

This is not to say banks have neglected innovation. Flashier, more convenient services for customers have been introduced. But in the face of ongoing political, legacy, technological, competitive and regulatory challenges, the ‘from scratch’ development of advanced Google or Amazon-style services remains an uphill struggle.  

Even in light of the recent technological advancements permitted by open banking, the issues outlined above have prevented many banks from properly grasping the opportunities of technology and the disintermediation of data.  

Opening the throttle 

Open banking is accelerating the banking industry into the future, with APIs acting as the fuel to power the innovation ahead. But successful development and implementation of API-based technology is a long-winded and costly task for banks to undertake alone. To combat this, some banks have started acquiring fintech businesses to quickly bolster their own service offerings. However, for maximum benefit, industry-wide collaboration around innovation is needed. 

This will require banks to shift from a historically closed-off, competitive mentality, to recognising the advantages of pooling knowledge and raising standards of industry innovation together. BIAN, the organisation that I am proud to head up, has spent a decade promoting this ideology. Our global organisation brings together some of the biggest, most innovative banks and technology vendors, to build a common IT architecture or ‘how-to guide’ to streamline the inevitable move to modern, high-quality, and customer oriented services. 

A large part of how to create a modern IT architecture for banks involves utilising a library of definitions for popular APIs, to avoid unnecessary duplication of time, money and effort. BIAN’s current banking architecture contains 26 new API definitions, including ones that instruct banks how to build automated customer on-boarding processes. These API definitions comply with the SWIFT ISO20022 open banking standardisation approach, making them universally compatible. 

Miles ahead 

Adopting a common IT framework would allow the banking industry to launch services faster, and better meet customer demands for smarter and more transparent services. As time goes on, more complex API functionalities will be built, allowing banks to not just incorporate more exciting services into their offering (e.g. WhatsApp payment), but also establish novel ways to maximise new and previously untapped revenue streams. Naturally, modern and streamlined services can reduce operational costs by eliminating outdated back and middle-office processes.  

Looking ahead, the next phase of API development will focus on ‘micro-services’ – that is, API first banking capabilities which run independently from core banking systems. Microservices will provision banks to facilitate a “pick-and-mix” approach to their offerings, allowing them to be more aligned to their customer base. In time, such a model could renew the core banking system and change the banking IT function forever. 

First place 

The introduction of a common IT framework will be of massive benefit to the banking industry, helping major players to address customers’ demands for modern banking solutions in a more effective manner. As the introduction of higher standards for global banking services grows, the industry will eventually move away from competing on service offerings to competing on brand value. Like we have seen in the retail industry, the winners in banking will be those that provide the right mix of innovative offerings as well as premium customer service.  

By Hans Tesselaar, Executive Director at BIAN 

CategoriesIBSi Blogs Uncategorized

Redefining Customer Experience in Financial Sector with VR and AR

We have come a long way from the first commercial use of Oculus Rift VR headset 0f 2013. Yet, most people associate the technology of Augmented Reality (AR) and Virtual Reality (VR) with the realm of gaming. However, many industries including marketing, healthcare, real-estate are accepting the immense potential of VR to improve their business. A report by Goldman Sachs group estimates the virtual and augmented reality to become an $80 billion market by 2025.

Even financial institutions like the banks are well aware of this conundrum, and many firms are aggressively experimenting with the new coming technology to enhance customer experience (CX). From basic apps that use customer location to help locate ATM branches nearby to promoting banking solutions in an engaging 3D environment. Some financial institutions are using it as a marketing tool, others are using AR to offer customer-centric apps that display real-time cost and other information associated with properties which are up for sale, offer a mortgage calculator and more.

According to a study, ‘AR/VR can transform financial data into a visual, engaging experience and can eventually bring the face-to-face experience into a customer’s home’. The possibility of hybrid branches is also in the pipeline where physical branches use AR technology to offer self-service like chatbots, or robots to provide information. If required, customers can also connect to an actual bank-representative via video conferences.

All things said and done, the idea of banking in virtual reality is still half-baked and the road to reach that reality is daunting and surrounded by skepticism about the possibilities of virtual banking. Nonetheless, there are a few corners in the financial sector where VR and AR have already made an impact:

Immersive Experience through Data Visualization

The financial industry has a lot riding on analyzing large amounts of data on a day to day basis. Data visualization helps financial traders and advisors to get a visual breakdown of the copious amount of data and make informed decisions about wealth management. Using the modern technology of VR and AR, data visualization is quicker and easier than ever before.

Remember we spoke about Oculus Rift earlier? Fidelity labs used the technology behind the Oculus Rift to create an immersive 3D environment to analyze data accurately. They created a virtual world where people can talk to financial advisors in virtual reality to learn about the progress of their stock portfolios. Their VR assistant, Cora, will display the stock chart on a wall of her virtual office just like presenting graph on a virtual projector.

Virtual Trading Workshops

Some financial institutions are using VR to create virtual trading workshops. In April 2017, FlexTrade Systems announced the launch of ‘FlexAR’ – a virtual reality trading application that uses Microsoft HoloLens to offer an extraordinary way of visualizing and presenting trading. It uses components from the real world and allows traders to see and interact with the markets and identify the holistic patterns in the trading environment.

Virtual Reality Shopping Experience

Taking customer and shopping experience to the next level, in 2017, MasterCard and Swarovski launched a VR shopping app that allows consumers to browse and purchase items from Atelier Swarovski home décor line and immerse into a complete virtual shopping experience. They can use Masterpass, MasterCard’s digital payment service to make payments.

Security

With biometrics as part of the AR experience, financial services can offer more secure and substantial protection against cybercrime. A number of banking applications already offer fingerprint authentication for many smartphones. With AR, iris identification and voice recognition, are being introduced as well. In 2018, Axis Bank became India’s first bank to introduce Iris Scan Authentication feature for Aadhaar-based transactions at its micro-ATM tablets.

Possibilities of Virtual Branches

As more and more financial service providers are incrementally moving towards digitized banking, the idea of a virtual bank doesn’t seem too far-fetched. Imagine never having to take a break during working hours and wait in a line at the bank. Now imagine, getting the personalized banking service at the comfort of your home, when it’s convenient for you while enjoying a cup of coffee. That’s what virtual branches have to offer. To aid customer demand for contact anytime, financial institutions are already offering services like Chatbots and are developing solutions to provide banking solutions exclusively in a VR environment. This would be a win-win for both- customers will get their service anytime, anywhere and banks will be able to reduce costs as they will not need to invest in physical locations.

Living in today’s high-tech world, we all know that technology is something that has been and will keep on evolving. With each day passing, reality adjacent technologies like VR and AR are becoming mainstream, and already impacting the way financial institutions operate, manage data, interact with customers and more.

There is no doubt that the financial industry will need to integrate this new science into banking operations. Not only will this help them attract and retain customers, enrich the customer’s user experience (UX) but also help in operational cost reduction. Failing to do so, their customers are most likely to move toward non-financial institutions that offer ease of use and flexible services that they demand.

By Vikram Bhagvan, Associate Vice President, Business Operation, Maveric Systems Limited

CategoriesIBSi Blogs Uncategorized

Visa outage highlights IT maintenance challenges – and the promise of predictability

Evan Kenty, Managing Director EMEA, Park Place Technologies

In June, Visa started rejecting one in 10 financial transactions across the U.K. and Europe – a problem lasting 10 hours and affecting 1.7 million cardholders. Even in an IT environment designed to support 24,000 transactions per second, a hardware failure crashed the system. The incident was a wake-up call for an industry reluctant to suspend services for scheduled, expensive repairs. Could predictive maintenance have prevented the crisis?

Predictive maintenance draws on machine learning, neural networking, and artificial intelligence. Commonly used in marketing, learning technologies improve with use: every time you search Google, its accuracy improves.

Yet while AI can predict preference, it is still learning how to factor in context. Nirvana for marketers will be when technology shows my car purchase is followed by a caffeine urge, with my coffee advertised accordingly. It’s the search for the unforeseeable yet real relationship that can only be found with a deep data dive. We’re not there yet, but we’re on the way.

Maintenance that informs itself

The same neural networking technologies are being applied to hardware and networks. There is countless data in a data centre. Just as marketers want to utilise all the information available, so do data centre managers. The promise in machine learning is the ability to examine the full range of performance data in real-time to detect patterns indicative of “faults-in-the-making”, uncovering relationships no human engineer would return, like cars and caffeine.

This application of AI algorithms to data centre maintenance underpins our ParkView advanced monitoring system, which contextualises patterns to “understand” infrastructure behaviours. This means instant fault identification and fewer false alarms. Future predictive systems will prevent the types of issues Visa experienced.

The next stage: predictive maintenance taps IoT

In the Tom Cruise sci-fi movie, Minority Report, police use “psychic technology” to prevent crimes before they happen. The twist comes when the crime-solver is accused of the future murder of a man he hasn’t yet met.

There is a parallel with data centres. Human error causes an estimated 75 percent of downtime. That’s why data centres are less populated. The perimeter has security staff, but the interiors are becoming vast and lonely server expanses, where the electric hum is rarely broken by the sound of footsteps. The downside is the lack of human detection of things like temperature changes and dripping water.

That’s where the IoT and the Industry 4.0 playbook developed in heavy industry comes in, in which remote monitoring enables smart and predictive maintenance. A good example here is fixing a data centre air-conditioning system based on its predicted performance in relation to it’s surrounding environment. This concept can be applied across the entirety of a data centre and its cooling, power, networking, compute, storage, and other equipment. Emerging dynamic and largely automated predictive maintenance management will transform the data centres we know today into self-monitoring, self-healing technology hubs, enabling reliability as we move computers to the edge to support the IoT applications of tomorrow.

Evidence indicates a move from a reactive/corrective stance, still dominant in many data centres, to more preventative maintenance delivering average savings of up to 18%. The next leap towards predictive maintenance drops spending about 12% further. In fact, Google used such strategies to drive a 15% drop in overall energy overhead.

Combating downtime with predictive technology

Enterprises must integrate predictive maintenance. Downtime kills reputations, profits, and customer relationships. Most organisations like Visa can recover from unplanned outages, but reducing unscheduled maintenance is always preferable.

IT leaders must make hardware and facilities as downtime-proof as possible. This means using machine learning and AI to return a pound of ROI on every ounce of prevention possible. Banks are investing in AI for a range of purposes, from contract scanning to fighting fraud. It’s essential that the new technology is used to fix problems in advance.

By Evan Kenty, Managing Director EMEA, Park Place Technologies

CategoriesIBSi Blogs Uncategorized

Chatbot: A Friend You Can Bank Upon

The digital banking space has always been a hotbed of tech innovation, with almost every new tool putting customer comfort and convenience at its core. And why not? After all, the customer is king.

Wait. Scratch that.

The New Age business idiom has changed – now, the customer is a comrade. Smart financial institutions are building a sense of camaraderie with customers to enhance banking experience. For this, they’re turning to Artificial intelligence (AI).

Enter the chatbot.

The most effective chatbots – essentially computer programmes designed to simulate human conversation – are designed to make life breezy for the busy customer. To be like that finance-savvy friend – only, all smarts and zero sarcasm. Programmed to take requests, offer insightful advice and even crack the occasional bad joke (check out the philosophically quirky chatbot created by National Geographic to promote Genius, their show on Albert Einstein), chatbots are all about Empowering through Experience.

For a bank customer, this could mean:

  • Personalised assistance: Chatbots can simplify banking for customers by opening a new account, making money transfers, paying bills online – without going through multiple steps and checks. They can be intuitively programmed to provide personalised alerts based on customer habits and preferences. Salary credited. How about investing in a Fixed Deposit? Credit card outstanding settled. How about finally placing an order for that Bose sound system you’d been Google-ing for the last one year?
  • Round-the-clock support: I have a friend who often has nightmares that every cheque she’s written has bounced because she’s exhausted her salary account mid-month. What she needs is a chatbot to allay her fears, instantly, even if it is after business hours. So, imagine her having this rather reassuring text exchange with a banking chatbot at 2am:

Chatbot: Hello, Priya. How can I help you today?

Priya: How I am doing with my salary account till my next payday?

Chatbot: Well, you have a phone bill of Rs 2,238 due tomorrow. The balance thereafter would be Rs 43,034.

Priya: OK. And could you please transfer Rs 10,000 to my Demo Bank savings account right now?

Chatbot: Done. Your Demo Bank savings account balance is Rs 53,000. Do you want to add Rs 7,000 more and round it up to Rs 60,000?

Priya: Sure.

Chatbot: Done. The balance in your Demo Bank savings account now is Rs 60,000. That’s Rs 12,000 more than it was this time last year. Good going!

  • Financial guidance: Money management is a challenging landscape for a lot of people. Especially millennials with a multitude of options to choose from. For this lot, chatbots can help make choices based on their needs and financial health. Erica, the Bank of America chatbot, for instance, shares tips on how customers can save better by cutting certain expenses and even offers advice on how much they can afford to spend based on their current financial status.

While they definitely give customers more bang for their buck, chatbots can also have financial services providers laughing all the way to the (…well) bank. Creating well-strategized chatbots could mean:

  • Customer loyalty: Bringing in a personal touch, through services like 24-hour assistance and financial advice, can win over customers.
  • Customised marketing strategy: Information collected by chatbots during interactions with customers can be leveraged to deliver personalized suggestions and push targeted products based on customer profile and preferences.
  • Brand building: Chatbots can be designed to personify the ethos of an organisation – no-nonsense and business-like or casual and cool – and build brand identity.

The conversation around the use of artificial intelligence in business and service delivery is not new. However, what is heartening is that the interest hasn’t waned. Google Trends data shows that the chatbots narrative is still buzzing. If you are not part of this story yet, get on board ASAP – because the best is yet to come.

By Padmanabhan R, Head of Product Management, Clayfin

 

CategoriesIBSi Blogs Uncategorized

Assuring good customer outcomes in a digital world – the five key risks of digital

James Nethercott, Group Head of Marketing at Regulatory Finance Solutions

Online banking is fast becoming the norm and brings with it many benefits. However, it is not without risk. How can firms ensure that customers are being best served by these new ways of transacting?

Digital banking has many benefits. For customers, they can instantly manage their finances from any location using an ‘always-on’ service. For firms, they can scale, gain reach, save cost, capture data more easily and build loyalty. However digital is not without risk. The same risks of mis-selling, poor servicing and inadequate complaint management are still present; albeit in different ways. Control frameworks need to be in tune with these new ways of interacting with customers. The FCA is clear that good customer outcomes should always result, regardless of the channel.

Research from Forrester indicates that rather than undergo a re-design, many products have simply been migrated online. Products designed for sale in branch or by telephone may not be suited to online. Digital demands an alternative way of thinking. When using an electronic interface, customers behave differently than when talking to an adviser. Natural cognitive biases go unchecked and people may be prone to making rushed and less optimal decisions.

Digital readiness demands more

Provider side, digital typically tends toward a pre-occupation with optimising conversion rates. Less attention can be given to end-to-end service design and compliance. Digital readiness means more than having high performing front-end interfaces. It also demands the right back-end processes, policies and controls. Without this good customer outcomes can easily be compromised.

As with most sectors, omnichannel experiences are standard. Customers will switch from one channel to another throughout their journey and firms need to ensure continuity. Typically, this demands good CRM processes so that customers are treated consistently and appropriately at all touchpoints.

Given the risks inherent with digital, a thorough testing programme is recommended. This provides assurance that each channel is working; and where not gives the insight needed to put things right.

The five key risks of digital

Risks in digital may manifest in different ways to other channels. Here are the most critical areas where good customer outcomes need to be assured.

  1. Buying the right product

Without an advisor to carry out a thorough needs assessment, and then recommend products, customers may select products that are not best suited. Online journeys need to guide customers through a process that is easy to follow and provides them with a good match to their needs and circumstances.

  1. Disclosure

Effective disclosure is particularly problematic in digital journeys. Customers may overlook important

information and be prone to over-confidence in financial decision making. It is important that digital journeys provide clear, unambiguous and impartial information. Firms need to be sure that customers fully understand the risks, and this understanding needs to be complicit and tested.

  1. Decision making

The data that customers provide needs to be adequate, appropriate and verified. In addition, the decision-making processes used need to be made clear. This is so customers understand how their information is being used and the terms by which they have been approved, or denied, at any stage.

  1. Product servicing

During the life of the product, service must be effective. Documentation, account servicing, complaints, cancellations and renewals all need to be readily available and compliant. There also needs to be integration with other channels, so where need be, customers can rely on human advice to help them achieve good outcomes.

  1. Vulnerable customers

Firms need to ensure that vulnerable customers are supported and neither disadvantaged or marginalised by digital. Some are unable to access online services, or to use them effectively. The same levels of service must be available offline, either for the whole or part of the customer journey. In addition, firms need to consider how vulnerability is identified in an online environment and then provide appropriate treatment to ensure good outcomes.

Technology vs. humans in a digital world

The industry is already speculating on how technology can be used to improve compliance. The first steps are simply to optimise existing sources of data so that it can be used for analysing compliance performance. More sophisticated approaches, such as applying voice recognition and semantic technology, will only be a matter of time. However, humans are far from redundant in this.

Humans can spot patterns and anomalies in ways that have not yet been coded, and humans are also capable of moral and ethical judgements that machines are not. Machines also need to be taught, calibrated and checked, a task that needs ‘real’ input and intervention.

FCA concerns over robo-advice shows that we may have gone too far in putting all parts of a process to machines. Instead, a balance is needed that incorporates the best of technology and the best of people.

For the time being, at least, people still have a place in ensuring good customer outcomes.

By James Nethercott, Group Head of Marketing at Regulatory Finance Solutions

Call for support

1800 - 123 456 78
info@example.com

Follow us

44 Shirley Ave. West Chicago, IL 60185, USA

Follow us

LinkedIn
Twitter
YouTube