AIB has added momentum to its ongoing digital transformation programme by investing €65m into its CX strategy.
Teaming up with IBM, the company aims to create a hybrid cloud technology environment, harnessing an entire range of advanced technologies. Most notable is the addition of analytics, process automation, and cyber security tools.
With a strategy to build better customer and employee experiences, each of these technologies plays a critical role. However, perhaps with call centre fraud attempts rising by 150% across the industry - since the onset of the pandemic - new security additions are the most eye-catching.
Offering security assurances to customers is, after all, crucial in the current environment. However, traditional Identification and Verification (I&V) processes are notoriously painstaking. Turning to innovation, AIB will strive to enable more secure, seamless experiences while achieving gold-plated security standards.
Fergal Coburn, Group Chief Technology Officer at AIB, adds:
As we accelerate into the future of banking, we need the most advanced technology to underpin our ongoing digital transformation efforts. IBM technology has been the backbone of our service delivery for over 30 years, and this agreement maintains our relationship in the innovation space.
Each of the innovations that lead the digital transformation efforts of AIB will complement its technology roadmap and business requirements.