From digital adoption to intelligent execution: How operational excellence is reshaping financial services
Financial services is entering a phase where technology adoption alone is no longer enough. As customer expectations move towards instant, personalised and context-driven experiences, banks and financial institutions are increasingly relying on technology ecosystems to deliver decisions and services in real time.
For Veena Rao, Chief Operating Officer at Perfios, the transformation is not happening within banks or technology companies in isolation. It is emerging from the intersection of the two.
“True transformation happens only when banks and the technology ecosystem come together as synergistic partners,” Rao says, pointing to a fundamental shift in the relationship between financial institutions and technology providers. Banks bring deep understanding of products, customers and services, while technology partners provide the specialised capabilities needed to deliver those experiences at scale.
The result is a reinforcing cycle. Customer expectations drive banks to adopt new technologies, while advances in technologies such as data analytics, fraud detection, APIs,...
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