2019: Consumer Expectations Drive Innovation and Collaboration

By Nick White, Vice President, Product and Marketing, International Group, Fiserv

The fintech revolution has placed the customer firmly at the centre of banking innovation, and ever-increasing customer expectations will define the biggest financial services trends of 2019.

Innovative technologies, such as digital assistants will become more prevalent in banking this year, whether it be chatbots accessed via messaging apps, or voice assistants powered by artificial intelligence (AI). These technologies help banks provide more convenient and efficient services to customers.  

Additionally, AI and machine learning will play an important role in bolstering security and fraud prevention. While human intervention remains crucial, integration of these technologies will enable more efficient and accurate prevention of financial crime through the delivery of actionable insights.

As Open Banking continues to mature and application programming interfaces (APIs) are more frequently leveraged by trusted third party providers (TPPS), we will also see an increase in collaboration between fintechs and the established banks.  This collaboration will help financial services fit seamlessly into customers’ lives, bringing benefits to all players.

This year will be the continuation of an ongoing digital revolution in financial services, driven by and focused on better serving the needs of increasingly savvy consumers.