That’s according to a recent report from Acrew Capital in partnership with Money20/20, that uncovers the latest on AI adoption in financial services. 

At last year’s USA conference we spoke to Micky Tesfaye from the Money20/20 team and Lauren Kolodny of Acrew Capital to find out more. 

Watch the video to gain some of the latest insights on how the technology is being used across the landscape, from startups to incumbents. 

And, find out:

• How many banks are using AI in customer-facing products.
• Where are the gaps to be exploited by startups?
• Who’s adopted AI the most? 

AI’s Impact on Fintech

In the video we were joined by Micky Tesfaye who is Head of Content at Money20/20, and Lauren Kolodny, Co-founder of Acrew Capital, who were perfectly positioned to talk about why the two organisations partnered to produce this report, which you can read here, the key insights uncovered, and what AI means for the future of fintech.

Why Partner on This Report?

Acrew saw Money20/20 as the ideal partner because of its status as a key meeting point for the financial industry. As Kolodny put it, “Everybody attends.” The conference serves as a hub for thought leadership, bringing together startups, banks, regulators, and investors to discuss the latest trends shaping financial services.

Tesfaye added that Money20/20’s goal has always been to reflect the industry’s evolution. Since the launch of ChatGPT, AI has dominated conversations at their events worldwide, yet much of that discussion lacked broader context. This report aimed to fill that gap, providing a structured look at how financial institutions are actually using AI and what it means for the future of the industry.

Key Findings: AI Adoption in Financial Services

One of the most surprising findings was just how quickly financial institutions have embraced AI. Acrew and Money20/20 analyzed 221 leading financial services companies, tracking their AI-related announcements since January 2023. The numbers were staggering:

• 76% of these companies have announced AI initiatives.
• 51% have integrated AI into customer-facing products.
• A total of 376 AI initiatives were launched in under two years.

For an industry not traditionally known for early adoption of new technologies, these statistics defy expectations. Kolodny emphasized that AI is not just being experimented with—it’s becoming core to financial products and services.

Tesfaye echoed this sentiment, noting that while media coverage often presents AI in finance as a slow-moving, high-level discussion, the reality is much more dynamic. The report makes it clear that AI adoption isn’t a future possibility—it’s happening now at an incredible pace.

The Competitive Landscape for AI in Finance

One of the biggest shifts AI brings to fintech is how competition plays out between incumbents and startups. Unlike past technology waves, such as mobile or cloud, AI’s success depends heavily on access to data. This gives established financial players an advantage, as they already have massive data sets to train AI models.

However, Kolodny pointed out that there’s still plenty of room for startups. AI-native companies may find opportunities by focusing on areas where incumbents are slower to innovate. The report highlights two specific gaps:

1. Agentic Payments: While AI-powered digital assistants are becoming more common, few companies have announced solutions for allowing these agents to make payments autonomously. This could be a space where startups step in.
2. Gen-AI for Fraud Detection: Despite the rise of AI-driven financial crime, only 7% of the companies studied are actively using generative AI for fraud prevention. Meanwhile, deepfake-related fraud has surged by 700% year over year. This gap suggests a major opportunity for startups that can build AI-driven fraud detection tools.

Tesfaye also pointed to Money20/20’s exhibitor landscape as evidence of AI’s impact. Unlike past tech waves where incumbents hesitated to adopt new innovations, AI is being embraced across the board. This year’s event featured big names like OpenAI, Anthropic, and NVIDIA alongside early-stage AI startups—all competing to shape the industry’s future.

A Shifting Mindset: From Competition to Collaboration

As AI adoption accelerates, the traditional view of startups versus incumbents is evolving. While legacy financial institutions are integrating AI at scale, they still face challenges in areas like compliance and fraud detection. This opens the door for startups to collaborate with established players rather than simply trying to disrupt them.

Kolodny noted that regulatory clarity will play a big role in AI’s future in finance. As regulators better understand the technology, the pace of AI innovation is likely to increase, particularly in high-stakes areas like fraud prevention and compliance.

A Report Built for the Industry

Beyond the insights in the report itself, Acrew and Money20/20 have also released a public database where users can explore AI adoption trends and run their own analyses. Kolodny encouraged fintech professionals to dig into the data and uncover new insights.

Tesfaye emphasized that this isn’t just a static research piece—it’s a shared industry project designed to track AI’s impact over time. By making the data widely accessible, Money20/20 hopes to fuel more informed conversations and strategic decision-making in the financial sector.

Looking Ahead

As the conversation wrapped up, both speakers reflected on the energy at Money20/20 USA. Kolodny noted that, despite occasional claims that fintech is losing momentum, the industry is clearly alive and evolving. AI has the potential to fundamentally rebuild financial infrastructure from the ground up, and the rate of adoption shows no signs of slowing down.

Tesfaye reinforced the point with a final takeaway: AI in financial services isn’t a question of “if” or “when.” It’s already here.

Be sure to catch more of our great interviews from Money20/20 right here. 

The post 76% of Financial Institutions Are Already On Board With AI | FF News at Money20/20 USA appeared first on FF News | Fintech Finance.

In this video we also find out some exciting news about what to expect from the conference this year. Plus…

• How many financial services companies have launched AI initiatives.
• What an increased regulatory presence means for the conference.
• Why female representation is at an all time high.

AI and Open Banking Take Center Stage

This year, two dominant themes have emerged: generative AI (gen AI) and open banking. In our interview Davies points out that AI, particularly Gen AI, is everywhere, with financial institutions rapidly adopting and integrating it into their operations. Open banking on the other hand remains a major focus as well, with regulatory updates and industry developments continuing to drive discussions. While both trends are significant, Davies believes AI is likely to take the lead in shaping the industry’s future.

The big change will be shifting from exploration to real-world implementation. According to a recent report from Acrew Capital, 76% of financial services companies have launched AI initiatives, with top firms like JP Morgan, Block, and Chime leading the way in the US. This shift from hype to practical application underscores the increasing role AI is playing in financial services, and Money 20/20 is providing a platform for showcasing real-world use cases.

A Renewed Energy at the Event

Reflecting on the atmosphere at Money20/20 USA 2024, Davies emphasized the palpable energy and optimism compared to last year. While 2023 was marked by economic challenges and funding headwinds, this year’s event signals renewed confidence in the industry’s outlook for 2025. She noted the excitement on the show floor from day one, as professionals gathered to discuss innovation, partnerships, and the future of finance.

A major highlight for Davies was the increasing representation of women on stage, with 47% of speakers being female. She acknowledged the ongoing work of Money 20/20’s Rise Up and Amplify programs in championing diversity and inclusion. She also celebrated standout moments such as Sunday Night Live featuring Lynn Martin from the New York Stock Exchange and Sarah Fryer from OpenAI, which she described as phenomenal.

Regional Differences Across Money20/20 Events

While all Money 20/20 events share a common foundation—bringing the financial industry together for business, networking, and innovation—regional nuances shape the conversations. Davies noted that mobile money and wallets remain dominant topics in Asia, while Europe has been at the forefront of open banking. In the U.S., both AI and open banking are key focus areas. Another major trend across all regions is the increasing presence of regulators. In the U.S., high-profile figures such as SEC Chair Gary Gensler and former CFPB Director Rohit Chopra took the stage, signaling a strong regulatory interest in fintech developments globally.

A Major Announcement: Money20/20 Global Awards Is Here

This video is special as we are also party to a pretty big announcement. Here Davies reveals a significant new initiative — Money20/20 will be launching a global awards program in 2025.

This awards program aims to set a new standard for industry recognition, offering independent validation from top industry experts. While details remain under wraps, she assured that it will be unlike any other awards event, with a fresh and innovative approach. Global entries will open in April 2025, with additional announcements expected in the coming months.

It sounds like an exciting time and will be sure to be repeated this year, when Money20/20 USA returns on October 26th-29th. Catch more of our videos from the 2024 conference, right here.

The post What Does 2025 Have in Store for the Fintech Industry? | FF News at Money20/20 USA appeared first on FF News | Fintech Finance.

But it’s something we all experience and a useful tool for anyone in the contact centre space. In our latest video from the Call & Contact Centre Expo 2024 we asked attendees and exhibitors what their personal pick would be.

It makes for an interesting selection of tunes and sounds.

Rick Astley anyone? Or what if you heard ‘Hanging on the Telephone’ by Blondie. How ironic would that be?

An eclectic playlist

One thing’s for sure, the answers to this question made for an eclectic playlist.

We had some specific numbers from Rick Astley’s Never Gonna Give You Up, a popular feel good tune that many places will use to keep people in a good-ish mood on the other end of the line.

We also had a Radiohead song. A rogue choice perhaps but nonetheless a good choice, for Adam Rathbone from boost.ai, a big Radiohead fan. It worked for him. The question is whether it would work for everyone.

Then there was a funny choice in ‘Hanging on the Telephone’ by Blondie, which Simon Broadbent from NICE, said was slightly ironic.

The rest of the answers were made of the sorts of music they’d like to hear, or in the case of Frédéric Durand, nothing at all. We imagine he’s not alone in feeling this way.

Hold music playing a role in the customer experience

The question is whether or not hold music is effective. A recent survey by music licensing organisation PPL PRS, revealed some truths about consumers’ relationship with hold music. According to that, if there’s a big reason that people don’t like hold music, it’s not necessarily because they’re put on hold. Most people accept that’s a part of interacting with customer services.

However, 22.8% of people stated that one of the reasons that they don’t like traditional hold music is because the tracks are unrecognisable. 50.2% stated that if given the option, they would prefer to choose the genre. And unsurprisingly, “22% of the people surveyed said that hearing their preferred tunes would make them less anxious if an uncomfortable conversation was to be had.”

This suggests some customisation options, and autonomy would go a long way. There were a number of interesting startups at the event, who may be able to help with this.

What’s the Expo all about?

Next year’s Call & Contact Centre Expo is set to take place on 19th-20th November back at ExCeL London, and this is what you can expect. According to their website, it’s the ‘essential gathering for professionals in the customer experience and contact centre sectors’. Designed to address the rapidly evolving landscape of customer expectations and technological innovation, the expo promises to be a hub of learning, networking, and collaboration for industry leaders and practitioners alike.

As customer expectations continue to shift, businesses face growing pressure to adapt and innovate. The expo will highlight the latest technologies and strategies that are transforming customer engagement. From AI-driven solutions to cutting-edge communication platforms, attendees will gain valuable insights into tools and practices that ensure customer satisfaction in a competitive market.

A cornerstone of the event is its robust educational programme, featuring expert-led seminars, panel discussions, and live technology demonstrations. These sessions are tailored to equip professionals with knowledge of emerging trends and best practices shaping the future of customer experience. Attendees will leave with actionable takeaways to refine their approaches and stay ahead of the curve.

Networking opportunities abound at the Call & Contact Centre Expo. The dedicated VIP lounge and networking area provide attendees with spaces to connect, share insights, and forge meaningful relationships. Whether engaging with industry leaders or exchanging ideas with peers, the event fosters collaboration that can lead to innovative solutions and new business opportunities.

The expo also introduces a bespoke 1-1 meeting programme, enabling pre-arranged meetings between buyers and exhibitors. This tailored approach ensures that networking is both productive and targeted, allowing attendees to maximize their time and secure valuable business connections.

In addition to networking and learning opportunities, the event offers dynamic training workshops designed to enhance professional skills and business strategies. These hands-on sessions aim to deliver actionable insights that participants can implement directly into their organizations, driving tangible improvements in their operations and customer engagement efforts.

Be sure to catch more of our videos from the event, right here.

The post What is Your Favourite Hold Music? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.

At Datos Insights Retail Bank Transformation Europe, we expected there would be a few opinions on how retail banking had changed over the past 5 years. 

We weren’t wrong. 

In our latest vid, we get some thoughts from attendees and exhibitors on traditional banks copying the fintechs, the role of the high street, mobile banking and more. 

The retail banking space has undergone significant transformation over the last five years, driven largely by advancements in technology, shifts in customer behavior, and strategic adaptations by banks themselves. Our speakers gave us a good rundown of some of the most notable changes.

The Rise of Digital and Mobile Banking

One of the standout shifts has been the widespread adoption and maturity of mobile banking. This was something Robert Wint from Temenos commented on with customers now having a suite of banking services available at their fingertips, allowing them to manage accounts, transfer money, and even apply for financial products from the convenience of their smartphones. This has drastically reduced reliance on traditional in-person banking, with Will King from Secure Innovation noting that banking has seen a shift away from the high street and in person branches. 

It’s not to say that they don’t serve some value but it’s hard to ignore that as customers increasingly opt for digital-first experiences, traditional high-street banking is seeing a decline in foot traffic. As a result they are a significant part of the wider decline in the high street. For many, the ability to serve themselves through online platforms and apps has become a cornerstone of how they interact with their banks.

A New Focus on Self-Service

Self-service capabilities have also become more prevalent, extending beyond just mobile devices. For those still using traditional branch banking, many banks have introduced and expanded the use of self-serve machines within branches, offering services like deposits, withdrawals, and account management without the need for teller assistance. This was something picked up on by Matthew Phillips from Diebold Nixdorf. This evolution has made banking more efficient, catering to a growing demand for quick, independent transactions.

Fintech Influence and Innovation

The interesting point made by Chris Skinner of The Finanser was that the biggest change to take place was really that the traditional banks have basically copied the fintechs and the challengers. All the clever innovations that they have championed and included in their products have resulted in traditional banks taking cues from fintechs, adopting features and approaches that were once the domain of disruptive startups. From seamless app designs to enhance customer experiences, many legacy institutions have embraced innovation to remain competitive. This blending of traditional stability with fintech agility is redefining how banks operate.

Enhanced Convenience

Another key development our talented talkers picked up on, has been improvements in the accessibility of banking services. Features like cardless ATM withdrawals have introduced a new level of convenience, showing how banks are leveraging technology to simplify everyday transactions. These innovations aim to keep pace with the evolving expectations of digitally savvy consumers.

What’s clear is that the last five years have marked a turning point for retail banking, with a clear pivot towards digital transformation and customer-centric services. It’s been interesting to hear how these experts have viewed this shift. Watch more great videos from this lot, over on our Datos Insights event page. 

The post The Biggest Change in Retail Banking Over the Past 5 Years | FF News at Retail Bank Transformation Europe appeared first on FF News | Fintech Finance.

We’re guessing that those who have been in the banking industry long enough will have seen some interesting forms of currency. 

In the latest video from Datos Insights Retail Bank Transformation Europe, we asked attendees and exhibitors what they thought the rarest cash or coin they’d seen was. 

It was interesting to see how people interpreted the question.

Watch the video for some interesting finds! 

Different forms of currency 

Cash use is still very popular around the world, and even though it is in decline, it is still used for 44% of point-of-sale (POS) transactions globally. Nonetheless, foreign currency is increasingly becoming a novelty in other places around the world. Unless you travel it’s unlikely you would come across the Danish Krone as one of our guests mentioned. 

With a hole in the middle it’s certainly a unique one that stands out, especially in Europe where the Euro dominates. 

Among other foreign currencies mentioned were the Tanzanian shilling, some Russian coin and currency from Jordan, from Temenos’ Robert Wint. Of course there were also some who had seen old British currency too. We imagine the shilling is getting rarer and rarer. 

Of course, many of these forms of currency could become less and less common as time goes on and more people adopt digital forms of transaction at the point of sale. So hold on to your unique coins while you can. 

Under the ground

A particularly unique answer was from Matthew Phillips of Diebold Nixdorf who reminisced about a time where archeologists near where he lived uncovered coins from the Vikings. Now that is a rare find indeed. We’re pretty sure that’s no longer legal tender. 

Then of course, a few people mentioned the commemorative or collectible coins that are produced, usually by the Royal Mint, for special occasions or to commemorate everything from the England football team to Paul McCartney. 

Speaking of official currency, Sean Wilson from Dormakaba pointed out that they get to see new cash before it’s released to the public. How privileged!

It was very interesting to hear the answers of attendees and exhibitors at the event, who clearly have lots of interesting stories to tell. Watch more videos from this conference on our website.

The post The Rarest Currency You Have Ever Seen | FF News at Retail Bank Transformation Europe appeared first on FF News | Fintech Finance.

At the Singapore Fintech Festival, we spoke to Wang Hu, Co-founder & President of Payermax, and Luke Boland, head of FinTech East at Standard Chartered, to find out how they’re navigating internal and international payments in emerging markets. 

Local expertise is needed, not just to address regulations but also to understand the paying habits of local consumers. Through partnerships like this one, it’s possible for merchants to access the market.

Read on for thoughts on…

• Regulatory and infrastructure challenges across Southeast Asia and the Middle East.
• The two major trends reshaping global commerce and payment systems.
• The key role of APIs in real-time connectivity and more.

The Partnership: Leveraging Strengths for Growth

Key to this discussion was an exploration of the synergies between a global bank and an innovative payments company, highlighting opportunities in emerging markets and the challenges of cross-border payments.

Wang Hu began by reflecting on the three-year partnership they have with Standard Chartered. He emphasized how the bank’s global infrastructure and local expertise have enabled Payermax to enhance their offerings, particularly for merchants with global operations. With Standard Chartered’s support, Payermax has been able to streamline payment solutions, reduce transaction costs, and improve processing efficiency. For merchants who centralize treasury management in APAC, Standard Chartered’s liquidity management products have also been invaluable.

Boland described the collaboration as symbiotic, with Payermax’s presence in emerging markets aligning well with Standard Chartered’s footprint. He also noted that the partnership has helped Standard Chartered to adapt its products to support new business models. Together, the companies are building robust solutions to meet the needs of a global clientele.

Trends Shaping the FinTech Landscape

Wang Hu identified two key macro trends influencing the industry, that on first glance, may appear to oppose one another.

1. Re-globalization: Contrary to the notion of de-globalization, trade and digital commerce are becoming more inclusive, spotlighting previously underserved regions. Cross border payments are growing at pace, with the total CBP value in 2023 sitting at $190 trillion and predicted to grow to $290.2 trillion by 2030.
2. Rise of Domestic Payment Schemes: On the other hand, governments in the region are promoting local payment networks to boost financial inclusion and reduce reliance on international systems. While these initiatives create growth opportunities, they also demand that cross-border payment companies integrate local schemes into their global offerings.

Finding the balance between these two shifts is key to success for merchants wanting to access this market. 

Challenges in Emerging Markets

Now operating in emerging markets comes with its challenges, something Wang acknowledges. These include underdeveloped payment infrastructure, currency volatility, and compliance complexities. For merchants, navigating issues like payment success rates, fraud prevention, and chargeback management can be daunting. Payermax addresses these by ensuring compliance, obtaining licenses across multiple markets, and integrating with local payment methods, from e-wallets to cash-based systems.

Boland added that Standard Chartered’s long-standing presence in these regions provides critical regulatory insights. He stressed the importance of clear communication and shared understanding between the bank and its partners to address local nuances, such as FX controls and non-resident payment requirements.

A big thing that will help with this is advancements like APIs that improve real-time connectivity and liquidity management, enabling seamless fund movement and last-mile distribution. This technological progress is vital for meeting the demands of a globalized economy.

Regional Focus and Expansion Strategy

Southeast Asia remains a cornerstone for Payermax, with Singapore as its global headquarters. Wang shared the company’s “less is more” philosophy, emphasizing deep regional integration over rapid expansion. Over the past four years, Payermax has built a solid network in Southeast Asia, working with leading e-wallet providers and local banks. This foundation supports thousands of global merchants.

The company has also successfully replicated its Southeast Asia model in the Middle East. Starting in Saudi Arabia, Payermax has expanded to nearly 10 countries in the region.

The future is bright for Payermax, and they’re clearly a valued partner of Standard Chartered. We’ve got more great interviews from the conference right here on our website.

The post Emerging Markets Are Pioneering Payments Innovation | PayerMax & Standard Chartered | Singapore FinTech Festival 2024 appeared first on FF News | Fintech Finance.

In the world of customer experience AI is being used more and more to enhance communication and speed up customer service.

We asked attendees and exhibitors at the Call & Contact Centre Expo 2024 what their experience had been. There were some interesting answers!

And our prehistoric pal makes another appearance too!

AI Chatbots are becoming more popular

The question above brought a mix of reflections and experiences, highlighting how artificial intelligence is weaving its way into our daily lives. An increasing number of organisations are turning to AI for their communications and customer service in particular. 58% of companies in a B2B sector are now actively using chatbots, compared to 42% of B2C companies. It’s becoming more acceptable for consumers too, with approximately 70% of European customers prepared to actively engage with AI assisted support.

Several respondents at the Call & Contact Centre Expo admitted to interacting with AI chatbots and being uncertain whether they were communicating with a real person or a program. They noted that these tools have become increasingly convincing, especially in customer support contexts. One speaker pointed out that they “never know the difference” when chatting with support systems, acknowledging the leaps and bounds AI has made in mimicking human communication.

This sentiment resonates in industries like fintech and banking, where customer service often involves AI-driven interactions. The smooth, efficient responses of chatbots can easily blur the line between human and machine.

Personal Stories and Uncertainty

Unsurprisingly, there were some personal anecdotes about whether they had been fooled. One speaker humorously recounted a time they thought an interaction was “too good to be true” but turned out to involve a real person.
For some, the experience is ambiguous: “How would I know? Maybe.” This reflects a broader uncertainty, as AI’s seamless integration into digital interactions often leaves little room for identifying it outright.

Skepticism and Confidence in Spotting AI

Not everyone believed they had been deceived by AI. A few respondents confidently stated they hadn’t been tricked, though they acknowledged knowing others who had. These perspectives suggest that some people remain vigilant or perhaps less exposed to realistic AI scenarios in their interactions.

In professional sectors, such as financial services, this skepticism may stem from an awareness of how AI operates behind the scenes. Yet, as AI continues to evolve, even the most discerning users may find themselves second-guessing.

What This Means for Financial Services

The responses underscore an important shift: AI is becoming a silent partner in our conversations. For industries like fintech, where trust and clarity are paramount, this evolution presents both opportunities and challenges. As chatbots and AI systems grow more sophisticated, maintaining transparency about when customers are interacting with AI could foster trust and set clear expectations.

AI’s ability to mimic human interaction is advancing rapidly, creating moments of uncertainty, humor, and even skepticism. We’ve got to be cautious of course, but also realistic about the increasing role it will play, for the better, getting used to the possibility that we are not always talking to a real human being.

Watch more videos from the Call and Contact Centre Expo 2024 right here.

The post Have You Ever Been Tricked by AI, Thinking It’s Real? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.

ATMs are a vital part of the financial infrastructure all around the world.

And they pop up in some interesting places… 

We asked attendees and exhibitors at Datos Insights Retail Bank Transformation Europe which ones stuck out to them, and we got some interesting answers!… 

The important role of ATMs

The video above, which was recorded at the Datos Insights Retail Bank Transformation event, contains attendees and exhibitors sharing their stories of the most unusual places they’ve encountered ATMs.

Cash use is still enormous around the world, accounting for at least 16 percent of POS payments, with some countries seeing a share of cash based transactions far higher than this. ATMs play a key role in the lives of many so it’s no surprise then that they would turn up in unusual places, serving the people there with a much needed access to cash, or indeed something else…

We know when we’re asking the right people, as many of these financial experts cited ATMs that have appeared in lists like this one from The Telegraph. Some of the answers above really are fascinating and go to show how banking technology pops up in almost all walks of life, and at almost all altitudes!

John Ennis from Cennox set the tone with a mountain-top example: an ATM located in the Himalayas. Perched on a mountaintop, this machine seemed more like a marvel of logistics than a financial convenience. The sheer determination required to install and maintain an ATM in such a remote, high-altitude location speaks volumes about the reach of modern banking.

Jennifer Ham from Datos Insights brought a unique perspective from her travels in Asia. She described ATM boats—floating machines that navigate waterways to bring banking services to isolated communities. It’s an ingenious solution in areas where rivers and canals serve as the primary means of transportation.

It’s not just cash you can get from ATMs

Chris Skinner from The Finanser shifted the focus entirely to his example from the Emirates Hotel in Abu Dhabi. There, he came across a gold-dispensing ATM. Yes, instead of cash, users could withdraw actual gold bars. It’s a testament to the opulence of the setting and the creative ways ATMs can cater to niche markets, however unfortunately for the ultra rich reading this, it’s no longer open.

Matthew Phillips from Diebold Nixdorf offered a sun-soaked anecdote from Croatia. On a picturesque beach, he encountered an ATM guarded 24/7 by security personnel. This wasn’t your standard seaside accessory—it was a necessity because the nearby bar only accepted cash, making the machine an essential fixture for beachgoers.

Will King from Secure Innovation recalled a standalone ATM on a desolate back road in Greece. With nothing else around it, the machine seemed almost surreal—a solitary sentinel of financial services in the middle of nowhere. It raised questions about who might use it and how often it’s restocked.

Finally, Owen Wild from NCR Atleos took things to another extreme with his mention of an ATM in Antarctica. Located at a science research base, this machine serves scientists and staff living in one of the harshest environments on Earth and one of the most populous places in Antarctica. 

So, whether it’s a bustling beach, a snowy research station, or a mountain peak, ATMs prove that banking can reach places you’d never expect. Fintech professionals, take note—innovation often starts in the strangest of places.

Be sure to catch more of our interviews from Retail Bank Transformation right here. 

The post Where’s the Strangest Place You Have Seen an ATM? | FF News at Retail Bank Transformation Europe appeared first on FF News | Fintech Finance.

Concrete AI capabilities. More customer focus. More… dinosaurs?

At the Call & Contact Centre Expo 2024, we wanted to know what is missing from the industry and what key ingredients are needed to drive innovation and success. 

These exhibitors and attendees seem to have a pretty good idea so we’ll hand it over to them. 

Somehow a slightly unexpected guest has also made their way into this video, if you can spot them…

Focused and Practical AI Solutions

There were a number of recurring themes in this video and unsurprisingly AI gets a mention. Although there’s some contrasting views…

Let’s just say, opinions differed slightly on how it should evolve. Jordy Van Gent from Puzzel called for fewer impractical AI use cases, emphasizing the need for solutions that genuinely enhance customer satisfaction rather than simply push software sales. Lauren Hughes from Intercom, on the other hand, seemed pretty positive, advocating for more AI in customer service, suggesting that the technology still holds untapped potential to streamline operations and improve interactions. These views underline the necessity of developing AI tools that are both functional and user-focused, offering real value to businesses and customers alike.

A Greater Customer-Centric Approach

Several attendees stressed the need for a sharper focus on the customer. Pete Dineley from eGain highlighted the importance of prioritizing customer needs, a sentiment echoed by Gabi Warren from Puzzel, who called for more thoughtful consideration of what customers truly want—whether that involves a smoother transition to cloud-based systems or more personalized service strategies. Eugene De Gee from CXI expanded on this, advocating for a more people-centric approach. For him, the industry should go beyond product-driven solutions and invest in building strong partnerships, both with customers and within teams.

Education and Efficiency

Jack Stewart pointed out the importance of education, particularly around efficiency. He emphasized the need for companies to better understand and implement strategies that not only streamline operations but also enhance the customer experience. This suggests a growing demand for training and resources to help businesses optimize their use of emerging technologies and refine their processes.

Technology with a Purpose

Finally, while the push for innovation is strong, the collective message from attendees is clear: technology alone isn’t enough. Whether it’s AI, cloud computing, or other advancements, these tools need to be applied thoughtfully, with the end goal of improving both customer and employee experiences.

In essence, the industry needs a blend of smart technology, customer-first thinking, and a commitment to collaboration. It’s yet another great selection of responses from people at the Call & Contact Centre 2024. Be sure to watch more videos just like this one, on our website. 

The post What Does the Industry Need More Of? | Call & Contact Centre Expo 2024 appeared first on FF News | Fintech Finance.