The AI-powered client portal combines the bank’s services and products in one place. All eyes will be on the customer transition.

Their strategies must address business challenges, hiring hurdles, and new technologies.

Taking risk on technology is crucial to competitive advantage: Banks are challenged to counter emerging threats, seize opportunities, and build an innovation pipeline. While digital organizations evolve, corporate labs, ventures, accelerators, and strategic investors lead the charge.

Pfizer expands its agreement with CytoReason by five years to boost AI’s role in drug development. We spotlight the trend in the pharma world.

Industry trade groups say the agency can’t regulate customer service practices. Doing so might hurt competition.

Beyond just advertising, Alphabet’s tech touches nearly everything. This report looks at 23 of its most important business areas, examining their maturity, disruption of the market, leverage over partners, integration with other products, and five-year outlook.

The CFPB and OCC claim BoA’s faulty program automatically froze accounts, causing customers to miss out on deserved benefits.

A challenging market environment is complicating insurance CMOs’ already expanding role. Honing strategies that meet evolving consumer expectations can help CMOs maximize customer lifetime value and deliver profitable growth.

Chatbots that use more advanced AI algorithms could give customers a seamless experience transitioning between technology and humans.

The program will work across financial institutions, and eventually across sectors. It could help shape standards for new tech.

The value they place on the privacy and the security of their financial data makes them view alternative authentication methods more favorably—particularly if it creates a seamless and frictionless experience across all of their devices.

Rapidly shifting customer expectations, disruption from new entrants, and new risks and coverage needs threaten to turn the property and casualty (P&C) insurance industry on its head. But insurers that digitally transform can come out on top.

AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.

The market’s appetite for personalization technology keeps growing: As investors see more brands prioritizing customer engagement, CX platform Insider becomes one of the few female-led SaaS unicorns in the world.

A public-private forum created by the Bank of England and the Financial Conduct Authority (FCA) highlights operational best practices for good data stewardship.

UK regulators warn that banks must be able to prove that AI use in loan applications won’t worsen discrimination against minorities.

The use of voice assistants among US adults is growing as both consumers and companies find more use cases for conversational AI technologies.

Conversational AI is becoming more integrated into consumers’ lives every year, as tech like retail bots and virtual agents continue to improve the customer experience.

Our most recent forecast shows that conversational AI adoption is growing. In 2021, 64.2% of US adults between the ages of 25–34 used a voice assistant. Overall, 46.9% of US adults will use a voice assistant in 2022, 48.2% by 2025. Conversational AI is on track to become a mainstream technology in practically every vertical.