Technology is advancing. Customer experience is standing still

In the years since I founded the Consumer Psychology Lab, I have sat with hundreds of leadership teams who are genuinely frustrated. By Liezel Jonkheid, founder and director of Consumer Psychology Lab They have invested significantly in what they believe is ‘customer...

Adapting to the new fraud reality

Digital fraud incidents are growing at an alarming rate, and traditional risk management solutions are no longer enough for financial services organisations to stay one step ahead of financial criminals. For that reason, financial institutions globally are moving...

The cost of doing nothing just went up

Rising IT hardware costs and supply constraints now carry real operational and financial risks, writes Marcelle Steyn: strategic sales lead at InnoVent. There’s a disconnect in many South African businesses right now. IT teams are under pressure to deliver on refresh...

The pitfalls of quick AI solutions for KYC processes

While artificial intelligence (AI) races ahead across the financial services sector, compliance specialists are warning that shortcuts in Know Your Customer (KYC) systems could expose companies to serious legal and regulatory risks. Desigan Naidoo, executive manager:...