In a world of digital-first originations, consumers will tolerate increased friction when opening accounts for specific high-value financial products, such as mortgages

New research shows that most consumers will answer up to 10 questions during the account opening process - any more and half will give up

More than 85% of consumers polled said they were willing to consider opening a financial account digitally - but they have high expectations

Interactions with vulnerable customers offer critical insights that can transform business outcomes, performance and drive long-term loyalty and retention

Legacy architecture shouldn’t be a bad thing, but legacy thinking will hold you back

In a world that has shifted away from an orderly and linear customer journey, we need a platform to understand how the game is evolving

Machine learning is powerful, but beware of solutions that promote it as a magical ingredient

The Open Communications initiative has the potential to dramatically change the way CSPs work with consumers

New processes and tools are needed to deal with an escalating number of customers with payment challenges

If you're pursuing branch collections, use your branch staff as wisely as you use your core collection team - and that means automation

In today's fully digital environment, it's more important than ever to improve identity verification and validation processes for customer onboarding and management

Automated communications tools can help customers get payment relief faster

Helping health authorities and governments with access to CDRs or facilitating digital communications could help containment

From financial inclusion to AI failures, here are four things I see happening

Subscription fraud is growing, while use of AI and machine learning remains surprisingly low