Contents
46 Making mobile engagement matter Syniverse
Fraud prevention & security
about what the Italian bank has cooking and why outsider expertise is vital to success.
In partnership with: Delivering your digital future today
How financial institutions can increase efficiency and resilience – and prepare for tomorrow
New frontiers in managed services. . . . . . . . . . . . . .28 For transaction life-cycle management solutions developer SmartStream, a challenging year and move towards digitalisation has led to ever-increasing demand for its managed services offering. Haytham Kaddoura, the company’s CEO, explains how it has stepped up to meet the needs of its clients.
The hidden depths of data lakes. . . . . . . . . . . . . . . 30
Nick Smith, head of managed services at SmartStream, tells Future Banking how the company’s commitment to constant evolution helps to build trust between companies and third parties.
A smart eye on expenses . . . . . . . . . . . . . . . . . . . . . . . . 33
SmartStream has changed its ability to consolidate, monitor and manage with its Fees & Expense Management solution, and the manager of that business line, Bharat Malesha, explains how that is an increasingly important element in the company’s product suite and, in particular, its managed services offering.
Turn to page 27 for our SmartStream supplement
have accelerated the move towards embracing digitalisation.
19 Payments
37 How far we've come Payments are changing. With application programming interfaces (APIs) and apps transforming how we do transactions, more and more banks are embracing payments at the click of a button. Andrea Valentino catches up with Christoph Berentzen at Commerzbank to find out more.
Customer experience management
40 Dynamism and banking from home
Covid-19 has transformed how companies manage their staff. Lynette Eyb speaks to Ruth McGill, chief human resources officer at ING, about how the challenges of Covid-19 and working from home
Future Banking /
www.nsbanking.com 5
43 CX and the Covid disruptor The coronavirus pandemic has brought financial and mental health hardships for millions of people. The challenge is to provide a consistent experience as customers migrate to the digital channel. Jim Banks speaks to Janet Chapman of Nationwide Building Society and Kat Robinson, director of customer experience at Metro Bank, about how new technologies and process adaptation are helping them serve customers during the pandemic.
48 A global effort against money laundering Despite the record fines meted out to the banking and financial services sector recently, money laundering is increasing year after year. Martin Morris talks to experts across the banking industry to understand the scale of the money laundering challenge, how new regulations might help keep banks within the law – and why new rules need to be shadowed by better training and technology.
Governance, risk & compliance
50 Nuisance noise Contact State
52 Embracing a zero-trust cybersecurity model Cybercrime levels have soared during the pandemic – not least because, with many employees working from home, banks and their customers have become more vulnerable to online attacks. Abi Millar speaks to Yuval Illuz, group chief information security officer of Standard Chartered Bank, who explains how banks can defend themselves against the new and rapidly evolving risks.
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