Parmi les acronymes du monde du marketing et de la relation client celui de Customer Engagement Platform revient de plus en plus régulièrement dans les conversations d’experts.  Mais de quoi s’agit-il exactement ? Quels sont les avantages de cette nouvelle catégorie d’outils ? Et surtout, en quoi diffère-t-elle d’autres plateformes, comme la CDP (Customer Data Platform) ?. La Customer Engagement Platform en bref. Des capacités proches de la CDP

How GenAI can be used to supercharge financial services from the inside out.There’s a lot of talk about how Generative AI can be used to improve customer experience, but what are the implications for internal software and back office processes?In this episode of The Fintech Show, Trisha Price from Pendo, Marnix van Stiphout from ING, and Søren Andreasen from Nordea discuss the transformative impact AI is having in this area.Tune in to this informative episode to find out how:AI can automate KYC and CDD processes.Banks are leveraging AI to tailor user interfaces based on roles and experience.Tech can help surpass challenges posed by legacy systems.Leveraging AI for Digital TransformationAI adoption in all industries is growing and this is certainly true of financial services. According to the FCA, in the UK, 75% of firms are already using artificial intelligence (AI), with a further 10% planning to use AI over the next three years. Many organisations are now thinking about how it can be used to boost internal processes and the day to day lives of employees. But just implementing these tools doesn’t necessarily guarantee success. Trisha Price, who is Chief Product Officer at Pendo, points out that the success of this depends on how well financial institutions use data.She highlights three types of data that are crucial: quantitative (how employees use applications), qualitative (how they feel about them), and visual (tracking user behavior like repetitive clicks, which indicate frustration). By analyzing these data points, financial institutions can refine employee and customer experiences, ensuring that the software investments they make, actually do yield productivity gains and business value.AI’s Role in Banking OperationsSo how can AI be used in banking? We’ve looked at this before and got more great thoughts in this episode.Marnix Van Stiphout, Chief Operations Officer at ING, acknowledges that while machine learning has been integral to banking for years—powering services like instant lending—generative AI (GenAI) presents new opportunities