{"id":37683,"date":"2024-10-03T00:07:42","date_gmt":"2024-10-03T00:07:42","guid":{"rendered":"https:\/\/webdev.infinite.com\/?p=37683"},"modified":"2025-05-28T12:03:01","modified_gmt":"2025-05-28T12:03:01","slug":"winning-in-the-new-normal-for-the-financial-services-industry","status":"publish","type":"post","link":"https:\/\/www.infinite.com\/banking-and-financial-services\/article\/winning-in-the-new-normal-for-the-financial-services-industry\/","title":{"rendered":"Winning in the new normal for the Financial Services Industry"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"37683\" class=\"elementor elementor-37683\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2b6a864 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2b6a864\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7f8beee\" data-id=\"7f8beee\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4a10f25 elementor-widget elementor-widget-heading\" data-id=\"4a10f25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">overview<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-947c6a7 elementor-widget elementor-widget-heading\" data-id=\"947c6a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The new normal for the Financial Services Industry:\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35aed4c elementor-widget elementor-widget-text-editor\" data-id=\"35aed4c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The Banking and Financial Services Industry is facing a new environment which brings challenges across multiple dimensions.<\/p><p>At the <strong>macroeconomic level<\/strong>, there is a slowing global economy, inflation, higher interest rates, reduced money supply for capital markets, geopolitical shocks including wars, weaking household finances and rising insurance costs. The Financial Services sector is also facing competitive pressures, raising consumer expectations and <strong>industry shifts<\/strong>. This includes the continuing fight for deposits, rise of digital only banks and fintechs, innovative products like BNPL, stress in commercial real estate post covid, continuing focus on cost discipline, need for hyper personalization, perpetual KYC, Real time payments, Ecosystem Banking, Embedded Finance, shift of Insurance from risk transfer to risk mitigation etc. New <strong>exponential next gen technologies<\/strong> also bring new opportunities. These include AI\/GenAI, Open Banking, Digital Identity, Increasing Fraud and Cyber Security Challenges, Acceleration of Digitization, Legacy Modernization and Platform &amp; Cloud transformation. There are also <strong>demographic changes<\/strong> bringing a new generation of customers who have drastically different expectations regarding financial services and are open to consume them differently than past generations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ab0cbf elementor-widget elementor-widget-text-editor\" data-id=\"1ab0cbf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tTechnology strategies to navigate these uncertain times:\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0c7db5a elementor-widget elementor-widget-text-editor\" data-id=\"0c7db5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAs Banks, Financial Services institutes and Insurers look to navigate this new normal, there are five technology adoption and delivery strategies to embrace to stay relevant, resilient and grow profitably.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a80a042 elementor-widget elementor-widget-text-editor\" data-id=\"a80a042\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t1. Make customer experience the core\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a367ba2 elementor-widget elementor-widget-text-editor\" data-id=\"a367ba2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWith the raised customer expectations and more digital native demography in the customer base, it is paramount to deliver frictionless and hyper-personalized customer experience. A comprehensive customer experience analysis and journey design across all customer segments, customer and colleague personas, products, digital channels and applications is a great way to understand and elevate the experience of customers and remove friction points. This design will also be a central driver for future investments in products, features and platforms.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b87f32c elementor-widget elementor-widget-text-editor\" data-id=\"b87f32c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>2. Adopt AI and GenAI<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a6519f elementor-widget elementor-widget-text-editor\" data-id=\"7a6519f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAccording to the report \u201cAI in Finance &#8211; Bot, Bank &#038; Beyond\u201d published by Citi in June 2024, AI could add $170 billion or 9% to global banks sector profit pool by 2028. Also, the Financial Services industry is expected to be the leader in the adoption of AI \/GenAI. There are a wide range of AI use cases that can deliver significant immediate value in Operations, Customer Engagement and Technology Delivery. A few use cases like AI based knowledge assistant for contact center agents or AI based document extraction and processing for small business onboarding could be quick wins. But many organizations start by piloting one or two AI use cases only to pull back due to concerns about customer data, trust, model explainability and risks. The best way to adopt AI is to first establish a broad AI strategy aligned with business goals and take a platform centric approach to build and manage AI use cases. This will ensure safety, reuse, data privacy and regulatory requirements are inbuilt from the outset and AI can be scaled safely and cost effectively across the enterprise. It is also vital to establish a robust AI governance framework that aligns with both regulatory requirements and industry best practices. This will ensure AI systems are transparent and explainable, especially in sensitive areas like lending decisions and insurance underwriting.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff14ef0 elementor-widget elementor-widget-text-editor\" data-id=\"ff14ef0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t3. Focus on rapid business outcomes and speed to value\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cec22a8 elementor-widget elementor-widget-text-editor\" data-id=\"cec22a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tImplementing digital initiatives in an iterative and agile way with a focus on delivering business value faster is critical in these uncertain times. It is best to avoid multi-year long running initiatives and instead market test key new capabilities and features with incremental rollouts. A product delivery operating model with business OKRs and customer value as the driver could be the best approach for many businesses. Along with focusing on speed to value, there shouldn\u2019t be any compromises or shortcuts in establishing strong architectural and technology guardrails and reuse.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85ffb3e elementor-widget elementor-widget-text-editor\" data-id=\"85ffb3e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t4. Invest in Technology modernization to overcome Legacy drag\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-926af74 elementor-widget elementor-widget-text-editor\" data-id=\"926af74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tTo be agile and resilient, it is critical to invest in foundational and next generation technologies across Cloud, API, Data, Platforms, Microservices, DevSecOps, AIOps, cybersecurity, software tools, engineering talent etc. Also, legacy modernization, overcoming technical debt, having open, decoupled and resilient applications, ability to integrate with external ecosystems are critical to take advantage of new growth opportunities. It is best to create Enterprise and Business level Technology strategy and roadmap that guides the decisions across technology stacks, architectures and applications and then dovetail all technology change and modernization efforts to this overall strategy. The goal should be the scaling of the financial institute to 2x or 3x revenue without disruptions, performance decline, resiliency loss or significant costs.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05c6efe elementor-widget elementor-widget-text-editor\" data-id=\"05c6efe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t5. Embrace new technology Partners and Operating models\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce9ad0d elementor-widget elementor-widget-text-editor\" data-id=\"ce9ad0d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWe have seen the expansion of remote workforce and focus on resilient supply chains post the pandemic. There are continuing disruptions with AI\/GenAI based IT Services, Product centric delivery models, Global Capability Centers, Nearshore delivery, joint co-creation and co-building with partners etc. Organizations are also exploring new partners and challengers instead of sticking to existing \u201cScale\u201d players who may be mostly delivering legacy services with a headcount mindset. With these disruptions, it is time to revisit the Technology Services vendor strategy and spread the risks with a mix of Scale, Challenger and Niche providers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-95efd3f elementor-widget elementor-widget-text-editor\" data-id=\"95efd3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tInfinite is well placed to meet these needs of the BFSI sector\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e64a35 elementor-widget elementor-widget-text-editor\" data-id=\"3e64a35\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We see that the clients are looking for partners who can bring a combination of domain, platform and AI capabilities underpinned by strong leadership team and delivery capabilities. They are also looking for service providers who understand the complexities of the existing business and technology landscapes and deliver value rapidly while focusing on cost efficiency.<\/p><p>Infinite is doing exactly that, and we are bringing strong financial services domain, product design, platform engineering, experience in exponential technologies, agile factory delivery model and infusing AI into all parts of the value chain including Technology design, delivery, managed services and operations.<\/p><p>This helps us to deliver critical engagements such as Core Banking Implementation on Cloud, Programmable Payments, Banking as a service, Commercial Underwriting transformation etc. We are delivering many AI-based engagements including creating AI strategy and roadmap, infusing GenAI in existing Testing and Infra Operations, Implementing AI\/LLM use cases in contact center, customer onboarding, commercial insurance underwriting, claims management, document processing, knowledge management etc. We are working with several banks and credit unions on Fraud which is a big focus area in the Financial Services industry. We are also helping them in the overall Technology and Platform strategy for growth, resiliency and scaling.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ccd4967 elementor-widget elementor-widget-text-editor\" data-id=\"ccd4967\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIn summary:\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f06838c elementor-widget elementor-widget-text-editor\" data-id=\"f06838c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThese are uncertain and challenging times for the Financial Services industry. But they are equally exciting, given the potential for disruption and outmaneuvering of the competition especially with new exponential technologies and operating models. It is critical for organizations to take a strategic and thoughtful approach to navigating these choppy waters and come out as winners. A partner like Infinite can help in this journey.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-725194a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"725194a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6bf17be\" data-id=\"6bf17be\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fbf955c elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"fbf955c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Winning in the new normal for the Financial Services Industry<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-332a4a9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"332a4a9\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b11ffe0 aws-form-wrapper\" data-id=\"b11ffe0\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-194d6d3 elementor-widget elementor-widget-heading\" data-id=\"194d6d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Contact Us<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c603a6 elementor-widget elementor-widget-heading\" data-id=\"9c603a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Let's continue the 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