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Articles and opinions by Richard Hartung

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Retail financial services players poise to reap tangible benefits from AI
Date: Dec 06, 2018   |   Author: Richard Hartung | Research Note
Artificial intelligence (AI) is set to transform retail banking, impacting the customer journey from acquisition on through to retention.
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Consumers want speed – A leading-edge user experience is key to onboarding success
Date: Dec 04, 2018   |   Author: Richard Hartung | Research Note
The bank onboarding process should be fast, as the most fundamental attribute of an exceptional account opening experience is speed
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Innovative LED lights on cards drive volume at Taishin
Date: Dec 04, 2018   |   Author: Richard Hartung | Case Study
Taishin @GoGo is the fastest growing card in Taiwan. The bank issued 200,000 cards within the first 18 months.
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Liv – A New Model for Digital Banking in the Middle East
Date: Nov 05, 2018   |   Author: Richard Hartung | Case Study
After more than a year in service, Liv developed an innovative digital banking solution for the UAE, but needs to evolve quickly to stay ahead of both domestic competitors and new market entrants.
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Innovation comes to mortgage loans with flexible repayments
Date: Oct 10, 2018   |   Author: Richard Hartung | Case Study
The innovative Feng Yun mortgage offers a 40-year loan with fully flexible changes in repayment terms and customers can use online tools to check the value of a property and apply for a loan.
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Digital transformation - An existential reality or incremental change?
Date: Aug 10, 2018   |   Author: Richard Hartung | Proceedings Report
The annual heads of retail finance dialogue discussed key issues impacting institutions’ digitalisation journey and what it takes to be successful in their digital transformation
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A voice-led future – Banking with “Alexa” and similar services become mainstream
Date: Jun 07, 2018   |   Author: Richard Hartung | Research Note
Chatbots are another example of relatively low-cost advancements in artificial intelligence adoption within the banking industry. These computer programmes are designed to conduct live chats to resolve common queries and carry out specific tasks; and they are proving to be popular among customers.
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ICICI Bank’s Balakrishnan: “Going digital doesn’t mean giving away money”
Date: May 04, 2018   |   Author: Richard Hartung | Interviews
Madhivanan Balakrishnan, chief technology and digital officer, ICICI Bank, explains the impact of going digital on branch banking, how robotic process automation improves internal processes, and the bank’s digital plans.