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Blog posts by Andy Efstathiou

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  • How Xebia is Helping Banks Improve Key Processes

    Jan 13, 2022, by Andy Efstathiou

      Digital transformation has accelerated in the banking industry since the start of the pandemic. This blog describes some recent digitalization activities a bank undertook with Xebia to improve its customer contact processes and provide differentiated service with increased efficiency. The challenge A U.S.-based neo bank began experiencing ongoing high call volumes in its call [...]

  • Two High-Growth Areas for Banking ITS & BPS in 2022

    Jan 11, 2022, by Andy Efstathiou

      In 2022, the financial industry will continue to focus on building out its cloud and digital services infrastructure. This will be a deepening of capabilities for banks that have started their transformation, and the start of the journey for institutions that have not yet initiated their transformation. The growth rate of digital transformation is very high at ~20%. Since most tec[...]

  • Kyndryl: Key Lessons in Moving a BFS Provider to the Cloud

    Dec 20, 2021, by Andy Efstathiou

      On December 15, 2021, Kyndryl and Viewpointe announced a cloud migration, modernization and management contract. The engagement provides insight for BFS executives into how banking services operations vendors are moving to the cloud to simplify operational delivery and enable business model change to expand and improve their business.    Current state Viewpointe prov[...]

  • Wipro/Capco Union: How Disciplined Execution is Driving Growth

    Nov 25, 2021, by Andy Efstathiou

      Wipro acquired Capco six months ago, and is Wipro’s largest ever acquisition which, if successful, should enable it to compete with tier-one technology and management consulting firms in large-scale, domain critical, transformation projects with financial institutions. However, successful unions are not created at the strategic level, but with disciplined execution that driv[...]

  • Capgemini’s Toolbox to Accelerate Payment Transformation

    Oct 27, 2021, by Andy Efstathiou

      The payments industry has been transforming away from physical payments and electronic closed networks into an open network, all-digital payment ecosystem, and the pandemic has accelerated this shift. From the consumer’s perspective, this has been characterized by: A move to e-commerce and m-commerce, away from brick-and-mortar commerce Aggressively reduced use of tradi[...]

  • Keys to Success for Banking ESG Programs

    Sep 27, 2021, by Andy Efstathiou

      Environmental, Social, and Corporate Governance (ESG) is a popular topic of conversation and one that most corporations claim to be actively pursuing. The financial industry is particularly active in ESG, and here I look briefly at what is being done to support ESG initiatives by IT services and BPS vendors who support financial institutions’ operations.  How vendors he[...]

  • WNS: Helping B2C Digital Startup Banks to Scale Rapidly

    Aug 16, 2021, by Andy Efstathiou

      Digital startup banks are built on FinTech functionality to deliver financial services in an omnichannel environment. There are two types of FinTechs: B2B businesses that have a proprietary platform to deliver service to clients, and B2C businesses that provide clients with an all-digital banking experience. WNS: expanded focus on B2C FinTechs While WNS supports B2B and B2C, it[...]

  • Infosys’ Toolbox to Accelerate Banks’ Enterprise Journeys to the Cloud

    Jun 22, 2021, by Andy Efstathiou

      Banks are accelerating their move to the cloud to respond to the pandemic, enable greater operational agility to reduce time to market, and develop open banking capabilities. At the same time, performance dispersion (the operational variance across institutions within the industry) has increased significantly. Cloud delivery can change operational performance and hyperscale busine[...]

  • Capgemini’s Framework for Digital Transformation in the Financial Sector

    May 18, 2021, by Andy Efstathiou

      The pandemic has accelerated the adoption of digital transformation across all industries, and in the financial sector, operational transformation has grabbed the top spot in the priority list for investment and spending. At the same time, performance dispersion (the variance across institutions within the industry) has significantly increased. So, how can banks make their transfo[...]

  • Intelligent Automation Driving Profound Changes in Financial Services

    Apr 08, 2021, by Andy Efstathiou

      NelsonHall recently published a market assessment and forecast report on Intelligent Automation in Banking: Transforming Operations. We found that financial institutions must automate their operations if they are to compete successfully in a rapidly evolving marketplace. Currently, they operate with manual processes using a heterogeneous set of platforms, acquired over many years of [...]

  • 3 Key Growth Segments for Banking ITS & BPS in 2021

    Dec 18, 2020, by Andy Efstathiou

      Banks will spend 2021 pursuing different aspects of three key initiatives that have become more important since the advent of COVID-19. The first is process automation, which has become more important but needs to increase its delivery effectiveness.  The second, work-from-home (WFH) has also accelerated under COVID-19 but will need to change in 2021 to continue to be effective.[...]

  • How Capgemini is Targeting Improved Wealth Advisory Services

    Nov 03, 2020, by Andy Efstathiou

      It has been extensively reported that industries requiring in-person interaction, such as travel and entertainment, have been adversely impacted by the COVID-19 pandemic. Less obvious has been the impact on industries that are often typified by remote delivery. For example, the wealth and asset management industry is primarily driven by the long-term buildup of wealth and involves in[...]

  • Banks Accelerate Efforts to Digitalize Operations to Deliver Customized Experiences

    Oct 14, 2020, by Andy Efstathiou

      I recently participated in a webinar panel during the Consumer Banking Association conference with Genpact and TD Bank. The panel topic was Genpact: Turning Crisis into Opportunity for Consumer Banking, and it addressed three core topics: The global health and economic crises have reshaped consumer banking Banks are adjusting to serve customers digitally while trying to maint[...]

  • Mortgage & Loan Industry Facing Profound Changes, Transforms Operational Delivery

    Jul 28, 2020, by Andy Efstathiou

      NelsonHall recently completed a market assessment and forecast report on Transforming Mortgage and Loan Services. We found that the lending industry is undergoing profound operational change as it adapts to slowing loan growth and emerging customer populations that are younger and more technology savvy. For the past two years, lenders have been: Variablizing and reducing the co[...]

  • Genpact’s Agile Approach to Collections to Support Scaling Operations

    Jun 12, 2020, by Andy Efstathiou

      The past decade since the global financial crisis (GFC) has been good for the lending industry. Loan delinquencies in the U.S. reached their highest level after the GFC in the first quarter of 2010 at 7.4% of commercial bank loan portfolios. Since then, loan delinquencies have fallen to 1.44% of loan portfolios as of the fourth quarter of 2019.  At the same time, loan portfolios[...]

  • Update: How COVID-19 is Impacting the Financial Services Industry

    Apr 21, 2020, by Andy Efstathiou

      This is an update on my last blog on the impact of COVID-19 on the financial services industry. Since then, I have interviewed many more industry executives both at banks and at operations services vendors. Industry responses are still muted, but clear signs are emerging that banks will be focused on prioritizing those activities which maintain continuity and support adaptation [...]

  • How COVID-19 is Impacting the Financial Services Industry

    Mar 19, 2020, by Andy Efstathiou

      COVID-19 is impacting banking operations and, as a consequence, related business process services (BPS). Banks are already restructuring operations to address the emerging challenges from COVID-19 (see below for those challenges). The changes are just beginning and will continue to evolve over at least the next four months. While the global adaptation to COVID-19 will take much longe[...]

  • Establishing Digital Banks Requires Commitment and a Clear Roadmap

    Feb 03, 2020, by Andy Efstathiou

      Banks have been aggressively transforming their operations to a digital delivery model. It is well known that a key driver, across all industries, is the need to attract new, primarily young, customers who prefer omnichannel interaction with vendors and demand high-quality CX in their business interactions. Less well known are two key drivers that make speedy transformation imperativ[...]

  • 3 Key Growth Segments for Banking ITS & BPS in 2020

    Jan 22, 2020, by Andy Efstathiou

      Banks will spend 2020 pursuing three key initiatives that have not been a priority in the past. Two of them, open banking and cloud delivery, are technology environments that have just recently matured to the extent that banks are able to drive business model change with them. The third priority is M&A driving large ITS engagements, and is typical of late-stage economic cycle act[...]

  • NIIT Technologies Delivers Digital Transformation with Capacity & Capability at Speed and Scale

    Oct 10, 2019, by Andy Efstathiou

      At its 2019 Engage Client Forum last week, NIIT Technologies explained how it is adapting to a continuously changing business and technology environment to deliver digital transformation for its clients. At its 2019 Engage Client Forum, NIIT Technologies explained how it is adapting to a continuously changing business and technology environment to deliver digital transformation fo[...]

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