8 Results
Aurélie L'hostis Principal Analyst at Forrester Research
Buying a car is a major and often stressful purchase. To improve this experience, Capital One introduced Chat Concierge, an AI agent designed to simplify car buying. Unlike typical chatbots, this conversational agent uses multiple specialized AI agents to understand prompts, create and validate action plans, and execute tasks based on buyer prefer...
08 May 2025 /ai /retail Digital Banking
In today’s rapidly changing financial landscape, providing an excellent digital experience is essential to gaining a customer experience-driven competitive edge. As we step into 2025, digital technologies will continue to shape and transform banking experiences. Now is the time to take the pulse of and fine-tune your strategy and actions! Customer...
21 January 2025 /retail Banking
If your firm operates in the EU, chances are that you’re one of the nearly 50,000 companies in scope for the EU’s Corporate Sustainability Reporting Directive (CSRD) — the final piece in the EU’s sustainable finance regulation jigsaw. The CSRD requires all large companies and listed small- and medium-sized enterprises operating in the EU to disclo...
20 October 2023 /regulation /sustainable Sustainable compliance
Consumers around the world are facing a cost-of-living crisis. Those in vulnerable circumstances will be hit hardest. In the UK, 89% of adults reported an increase in their cost of living in August 2022. Sixty percent of those who reported a rise in the cost of living between August 3–14, 2022 say they are spending less on nonessentials as a resu...
13 October 2022 /retail Consumer Financial Health
“Soy mayor, no idiota” — “I’m old, not an idiot.” That’s the headline of a Change.org campaign launched by Carlos San Juan, a 78-year-old Spaniard who argued that the closure of bank branches and the forced migration of customers to digital banking were sidelining elderly and vulnerable customers. The petition, which asked for more consideration a...
17 May 2022 /retail /inclusion Financial Inclusion
In the past two weeks, the eyes of the world have been on Glasgow and the COP26 summit, where international lawmakers, business leaders, and activists convened to bring climate change under control — amid extreme rainfalls and floods. Sustainability is the new reality for every one of us. Over the coming years, sustainability will become a top pri...
11 November 2021 /retail /inclusion Financial Inclusion
On May 4, the UK government launched a new “Breathing Space” scheme in England and Wales. This debt respite scheme gives people struggling with debt problems a 60-day period of legal protection during which all interests and charges on their debt will be frozen while they receive professional debt advice. No enforcement action will be taken during...
28 May 2021 /retail /covid-19 Digital Banking Trends
There’s no better time than the start of a new decade to take a retrospective look at the past and reflect on what has changed and what hasn’t. Looking back, the evidence is clear. Not only has the 2008 global financial crisis exacerbated economic inequality, it has also caused a massive reputational damage to the financial services industry. And y...
10 March 2020 /retail /sustainable Trends in Financial Services
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