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Monica Hovsepian

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. ...

29 Mar 2021
Banking Strategy, Digital and Transformation
Monica Hovsepian

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...

25 Nov 2020
Monica Hovsepian

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 ...

07 Oct 2020
Monica Hovsepian

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 ...

25 Mar 2020
Monica Hovsepian

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 ...

16 Mar 2020
Monica Hovsepian

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 wit...

06 Jan 2020
Monica Hovsepian

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 pr...

12 Mar 2019
Monica Hovsepian

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 expla...

13 Feb 2019
Monica Hovsepian

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 ma...

11 Jan 2019
Monica Hovsepian

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 ...

23 Aug 2018
Information Security
Monica Hovsepian


It’s the time of the year that you either love or dread – get-togethers, office parties, decorations, lists for Santa, Starbucks holiday cups. Plus, your email starts exploding with offers for pre and...

05 Dec 2017
Monica Hovsepian


"Society bristles with enigmas which look hard to solve. It is a perfect maze of intrigue." - Honore de Balzac Banks are working furiously to decode the Millennial generation’s puzzling fina...

29 Jun 2017

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