Latest opinions that Monica Hovsepian has shared on Finextra

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Monica Hovsepian

Global Industry Strategist, Financial Services

Opentext

Member since

19 Dec 2012

Location

Toronto

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Monica's opinions

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

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...

29 March 2021 /retail Banking Strategy, Digital and Transformation

Banks must invest in digital transformation to address the skills gap

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...

25 November 2020

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

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...

07 October 2020

Nurturing relationships while working remotely

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...

25 March 2020

Why trusted advice is vital in uncertain times

FSIs need to step up and become ‘personal Yoda’ to build loyalty and trust during COVID-19 outbreak There’s a danger that writing a blog focused on the current Coronavirus outbreak could be seen as a cynical marketing ploy. But I’m going to do it anyway as what we’re experiencing right now is unprecedented, and will have implications long after thi...

16 March 2020 /covid-19

Information Advantage for Financial Services in 2020: Look no further than platformification

It’s that time again when we look ahead to the year to come. For 2020, we’re going to see financial services companies accentuate and accelerate the priorities of recent years. And we are going to witness the rise of Platformification as the way to achieve these long-standing goals. Financial Services and Insurance organizations will continue to s...

06 January 2020

Pulling an Uber: Customer experience in Financial Services

BAI white paper puts omni-channel experience top of the CIO agenda Brands like Velcro and Kleenex have become so much a part of people’s lives that they are now used as universal references for all products in that category – or sometimes used as verbs, as is the case with Google. One of the latest brands to gain “household verb” status is the ride...

12 March 2019 /ai /retail

AI in Financial Services is growing, but there’s a way to go

It’s funny how the world works. We recently wrote a blog on how AI in Financial Services can improve customer experience. Then, my bank showed me that there’s still some work to be done. Let me explain. Last week, I received a letter from my bank. It came as a bit of a surprise as I’d agreed that my preferred communication channels with the bank w...

13 February 2019 /ai

A time of reflection: Five tips for Financial Services in 2019

The New Year is upon us, and with it come new challenges and opportunities for the Financial Services industry. The industry is currently experiencing unprecedented disruption from factors like new market entrants (FinTechs, InsurTechs), evolving regulatory changes, increasing incidents of cyber-crime, mandates to reduce costs and deliver efficien...

11 January 2019 /ai /regulation

Financial fraud and cyber-crime: Can banks stay one step ahead?

There seems to be no shortage of news around cybercrime and fraud at financial services institutions. The latest involves a security breach at one of the oldest cooperative banks in India. Within 24 hours of the FBI issuing a global alert around an ATM cash-out threat, the bank suffered a breach. Hackers executed 12,000 transactions and stole $13...

23 August 2018 /security Information Security