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Monica's blog archive

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Monica Hovsepian

Monica Hovsepian

Global Industry Strategist, Financial Services at Opentext
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Banking Strategy, Digital and Transformation

The need to improve digital experiences in a post-pandemic world

29 Mar 2021

COVID-19 has accelerated digital transformation across every industry sector, and consumers have had to adjust to this new normal by shifting much of their usual practices online to digital services. Recent research has shown that digital transformation and providing helpful customer experiences are the top two priorities for banking in a pandemic...


Banks must invest in digital transformation to address the skills gap

25 Nov 2020

In early 2020 – before the global impact of COVID-19 – organisations laid out what they thought would be their priorities for the year. For retail banking, last year’s Financial Brand report revealed that ‘removing friction from the customer journey’ was one of those key priorities. In truth, all businesses – regardless of size or sector – need to...


Key financial services trends as the world emerges from COVID-19

07 Oct 2020

In January, I wrote a predictions blog that said the priorities of the financial services industry would not change greatly over the next 12 months! Of course, no one could have seen the full extent of the global COVID-19 crisis, but as we navigate through the pandemic it’s time to re-assess those trends and see how things have evolved. Welcome t...


Nurturing relationships while working remotely

25 Mar 2020

How banks can build resilience and meet customer needs during the COVID-19 pandemic In the midst of media reports of job cuts and business closures, the Bank of America has just announced the hiring of 1700 new employees into critical support roles. As more and more people are instructed to stay at home, it’s impossible to overestimate the import...