Cognitive bank/telco partnerships: How GenAI and AI supercharge success

Core Insights - The convergence of banking and telecommunications is evolving, driven by GenAI and cognitive technologies, creating opportunities for integrated, insight-driven customer experiences [9][10] - Banks and telcos are exploring partnerships to enhance service delivery, leveraging behavioral data and AI to improve fraud detection, product personalization, and customer engagement [1][2][3] Group 1: Integration and Convergence - Banks and telcos are seeking greater integration to enable cognitive approaches to service delivery, which could transform both industries [3] - Current partnerships often resemble traditional co-branded products, lacking the necessary integration for a seamless customer experience [4][5] - Examples of convergence include banks offering mobile services and telcos embedding financial services into their apps, enhancing customer engagement and revenue [5] Group 2: Technological Advancements - The shift from reactive to cognitive capabilities is facilitated by GenAI, allowing for proactive customer interactions and personalized experiences [6][9] - AI can streamline processes such as loan approvals by utilizing customer data from telecom services, expediting the KYC process [2][7] - Data modernization and a robust data strategy are essential for successful cognitive partnerships, ensuring quality and AI readiness [8][10] Group 3: Customer Experience - The goal is to create engaging, trust-building interfaces that encourage customers to utilize advanced GenAI features [13] - An example of a cognitive banking experience involves AI assisting customers in making financial decisions based on their spending habits and preferences [7] - The future of banking and telecommunications will depend on organizations' readiness to modernize infrastructure and design engaging customer experiences [10][13]