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Many consumers lack trust in financial institutions and find it difficult to engage with financial products (due to complexity in the process, terms and conditions) or truly understands the implications of their choices. We are increasingly seeing (and helping) our customers focus in on their processes - understanding, transforming and improving them to drive better outcomes for consumers.
In the face of increasing risks, cyber threats, and other disruptions, delivering critical operations reliability is an increasing challenge (and there have been some very visible examples of the impacts that a lack of resilience). Our customers are increasingly focussing on not only their own resilience but those of the supplies, vendors, and providers to ensure resilience in the eco-system that services their clients.
Understanding that eco system, along with its strengths and weaknesses is a great place to start, to develop a pragmatic and prioritised plan to manage operational resilience.
All too often behind the scenes, internal teams are managing high complexity and wasteful processes with through human intervention to drive the best customer experience that they can. While this can work for a while, they usually aren’t scalable without scaling investment, and they often aren’t that engaging the people involved in the right ways or places.
While we see increasing investment and focus on the end consumer, process and experience uplift can also drive your team engagement up and manage your costs down (providing an opportunity to do more with the same or less and focus your people where it matters).
We are pleased to play our part in that, and it is fabulous to have Emma, Mariska and Varghese join the team to help in that endeavour.
