The Hobson’s Choice of Post-Trade Operations

The UK has a long tradition of horse racing, and the major race events are critical dates on the British sporting and society calendar. Growing up, my family closely followed the National Hunt season, where courses range from two to 4.5 miles and incorporate fence-jumping. Interest usually peaked each year with the Cheltenham Festival, and its […]

Read More

The Digital Future of Mortgage Servicing

Mortgage servicing has a consumer reputation few would envy. According to the Consumer Financial Protection Bureau (CFPB), more than 80% of mortgage-related complaints involve problems with mortgage servicers. Additionally, nearly 80% of borrowers opt for a different servicer when they refinance their loans or move. Consumer lock-in is the widely acknowledged reason for this state […]

Read More

More Humanity, Less Hype: ‘Staying Human’ at the 2018 AI Summit

A lot of hype surrounds AI. News reports warn about everything from mass automation displacing workers to sentient robots taking over. A moderate approach believes AI can be a powerful force for good. But to understand AI risks and opportunities, we first must understand what we mean by AI.  While any autonomous system that is non-biological […]

Read More

Riding the Wave of Mortgage Digitization

After surviving recent regulatory reforms, mortgage bankers and financial institutions are ready to broaden their emphasis beyond compliance. And not a moment too soon, because the next wave of digital change is moving from the front office to the back office, and players need to respond rapidly. Much of the talk around digitization focuses on […]

Read More

Putting L&A Insurance Tools Directly in Consumers’ Hands

Talk to senior life and annuity (L&A) insurance executives, and you’ll hear a common theme: How best to adapt to the rising customer expectations and disruptive changes underway? Consumers, especially millennials, who are accustomed to one-click ordering on Amazon or Uber, don’t understand why buying life insurance needs to be so confusing and time-consuming. They […]

Read More

Breaking through the Privacy Illusion with Blockchain

“We are all now connected by the Internet, like neurons in a giant brain.” – Stephen Hawking, in an interview with USA Today. – What is modern-day privacy? With the extent of information sharing and connectivity prevalent today, the definition of what needs to be protected, at what level and from whom, seems elusive. For […]

Read More

Why Haven’t Health Plan Members Adopted Digital Tools? Hint: It’s Probably the Tools

The most popular aspect of our health plan Voice of the Member studies has been the “top digital features” list, in which respondents rank the importance of health plans’ web and mobile features. That list didn’t change much from our 2016 study to our 2018 results, with “looking up benefits/confirming coverage” ranking first and “finding […]

Read More

How Forward-Thinking Companies Are Addressing the Digital Talent Gap

While every business’s digital journey is unique, one aspect will be consistent across the board: Employee talent investment. As digital technologies such as artificial intelligence, blockchain and machine learning remap the required skills, competencies, roles and learning journeys –amid a very real digital talent gap – organizations need to renovate ancient analog work structures and talent […]

Read More

Using Human Intelligence to Avoid AI Structural Failures

Consider these real-life examples: Facebook’s M virtual assistant was designed to offer helpful replies and emoticons to liven up messages. However, in a discussion on women’s health issues, it inappropriately suggested a vomit emoji, and it chimed into a discussion about a horror movie scene (don’t ask) by suggesting that the friends who were messaging […]

Read More

Playful Brands Are Redefining ‘Customer Trust’ in the Digital Age

Banks called Atom, N26, Bunq and Monzo. Insurers named Lemonade and Oscar.  In their efforts to distinguish themselves from longtime industry stalwarts, new entrants into the fields of banking and insurance are choosing playful, whimsical names that make no reference to the space they’re trying to disrupt. Previous nomenclature in these business spaces has revolved […]

Read More