In recent years we’ve seen the rapid rise of innovative neobank challengers, who’ve been shaking up retail and commercial banking by carving out parts of the value chain. Traditional banks have fought back with their own innovative offerings.  In recognition of these seismic shifts in the industry landscape, the Banking Innovation Awards—run jointly by Accenture and EFMA—includes a category for Neobank and Specialized…

A 2018 Accenture thought leadership report on the future banking workforce highlighted that bank employees are impatient to thrive in an intelligent enterprise and improve their working experience. In a world where talent is often the biggest constraint on innovation, it’s increasingly vital that banks provide their people with a workplace experience that’s collaborative, inclusive…

Advances in recent years mean technology is no longer simply a supplement for contact centres: properly deployed, it is a key facilitator of an organisation’s cross-channel approach to customer engagement. In addition, the fear that technology can replace humans is not borne out. Instead, technology is reshaping contact centre staff’s roles by integrating machine efficiency with human…