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TSB Accelerates Digital-First Strategy by Managing over 80,000 Customer Interactions in Eight Weeks with Adobe
TSB Bank has joined forces with Adobe, as part of its 2022 strategic plan, to support its personal and business banking customers by making its customer servicing forms available online.
The roll out of Adobe Sign means TSB has been able to accelerate its vision of enabling more customers to be serviced through the bank’s digital channels, negating the need for physical, in- branch visits, and greatly reducing customer calls to contact centres during the COVID-19 pandemic.
Over the past eight weeks, TSB has released 18 forms online – designed in Adobe XD – and processed over 80,000 online interactions using Adobe Sign, which could otherwise have equated to as many as 15,000 in-branch, face-to-face visits.
This approach has eased significant pressure on TSB’s customer call centres, freeing up employees to focus on proactively helping customers manage their finances.
With interactions – such as change of address, bereavements, or interaction disputes – historically requiring customers to visit their local branch, TSB’s new digital approach has not only given its customers peace of mind when it comes to their finances, but has also helped them stay safe at home during the COVID-19 pandemic.
TSB is also helping support small and mid-size businesses by making the UK Government’s Coronavirus Business Interruption Loan Scheme and Bounce Back Loan Scheme application forms available online, ensuring its business banking customers can apply for critical lending and financial support.
“Enabling our customers to access the services, support and finances they need, quickly and securely through our platform, has been a critical part of our plans. It also frees up our colleagues to serve them on more complex issues,” said Suresh Viswanathan, Chief Operating Officer at TSB Bank. “Working with Adobe has allowed us to be agile in our response to the pandemic and the rapidly- changing situation ahead of us. This has required us to move at speed and ensure schemes can be consistently updated as and when needed.”
The bank is also using its new TSB Smart Agent webchat function to provide support to customers and direct them to the relevant online forms to ensure as many people as possible are benefitting from the support. The new forms have also been specifically designed, using Adobe XD, to form a seamless and intuitive end-to-end digital application journey, which also caters to customers who may never have used online banking before.
“As more people look to digital channels and services for support during these unprecedented times, it’s likely the pandemic will result in a permanent step change in how people perceive and consume digital services,” said Paul Robson, President International, Adobe. “It means it’s more important than ever for brands to give customers what they need, and TSB is an example of an organisation that’s adapted quickly to achieve just that.”
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ABN AMRO and Worldline share a distinguished partnership built over decades. In recognition of this strong foundation and proven track record, Worldline will continue to enhance ABN AMRO’s customer payment solutions. This collaboration underscores the value both parties place in their long-term commitment to innovation and operational excellence.
RateGain and Juspay Partner to Power ‘RG Pay,’ a High-Performance Financial Technology Platform for the Global Travel and Hospitality Industry
RateGain Travel Technologies Limited (NSE: RATEGAIN), a global leader of AI-powered SaaS solutions for the travel and hospitality industry, and Juspay, a leading global payments technology company, today announced a strategic partnership to power RG Pay, RateGain’s embedded financial technology platform for the travel and hospitality ecosystem.
Travel Providers to Accept UnionPay Cards for Both Direct e-Commerce Bookings and Indirect Sales via Amadeus Travel Platform
According to ResearchAndMarkets’ recent forecasts, Chinese outbound travel is predicted to grow at a Compound Annual Growth Rate (CAGR) of 13.5%, increasing from $140B today to reach $386B by 2033. UnionPay International helps cardholders to easily make cross-border payments in 183 markets and its payment methods are particularly popular with travelers across Asia Pacific.
Creditinfo Brings Global Fraud and Identity Solution to Uganda to Strengthen AML and Financial Crime Defences
Creditinfo, a global service provider for credit information and risk management solutions, has announced the rollout of its identity, know your customer (KYC) and fraud and ID solution in Uganda. The move supports organisations in the country as they work to strengthen financial crime prevention at a time of rapid digital growth and evolving fraud risk.
BVI Financial Services Conference Examines Global Financial Crime Risks and Reaffirms BVI’s Commitment to Integrity
Government officials, regulators, law enforcement authorities and financial services professionals gathered at the BVI International Arbitration Centre on 5 March for the BVI Financial Services Conference 2026, an event examining the evolving global landscape of financial crime and the responsibilities of international financial centres in safeguarding the integrity of the global financial system.
Glia Launches Industry-First Contractual Guarantee Against AI Hallucinations and Prompt Injections
Glia, the leading platform for intelligent banking interactions, today announced it will offer its more than 700 bank and credit union clients a contractual guarantee against AI hallucinations being presented to customers or members on its Banking AI platform. Glia also now guarantees zero impact from prompt injection attacks on its platform — malicious attempts to trick customer or member care AI into providing information or performing tasks it shouldn’t.
Money20/20 Asia Report: APAC Fintech Ecosystem Shifts from Experimentation to Scale as AI and Digital Assets Drive Leadership
Money20/20, the world’s leading fintech show and the place where money does business, today unveiled its annual Future of Fintech in APAC report ahead of Money20/20 Asia happening in Bangkok on April 21-23 at the Queen Sirikit National Convention Center (QSNCC). The whitepaper is revealing that APAC’s fintech ecosystem has reached a pivotal inflection point. The region is shifting from experimentation to scaled deployment across AI, digital payments, and digital assets, marking a decisive move toward production‑grade innovation.
Worldline and ABN AMRO Extend Partnership to Support Payment Services in the Dutch Market
ABN AMRO and Worldline share a distinguished partnership built over decades. In recognition of this strong foundation and proven track record, Worldline will continue to enhance ABN AMRO’s customer payment solutions. This collaboration underscores the value both parties place in their long-term commitment to innovation and operational excellence.
RateGain and Juspay Partner to Power ‘RG Pay,’ a High-Performance Financial Technology Platform for the Global Travel and Hospitality Industry
RateGain Travel Technologies Limited (NSE: RATEGAIN), a global leader of AI-powered SaaS solutions for the travel and hospitality industry, and Juspay, a leading global payments technology company, today announced a strategic partnership to power RG Pay, RateGain’s embedded financial technology platform for the travel and hospitality ecosystem.
Travel Providers to Accept UnionPay Cards for Both Direct e-Commerce Bookings and Indirect Sales via Amadeus Travel Platform
According to ResearchAndMarkets’ recent forecasts, Chinese outbound travel is predicted to grow at a Compound Annual Growth Rate (CAGR) of 13.5%, increasing from $140B today to reach $386B by 2033. UnionPay International helps cardholders to easily make cross-border payments in 183 markets and its payment methods are particularly popular with travelers across Asia Pacific.
Creditinfo Brings Global Fraud and Identity Solution to Uganda to Strengthen AML and Financial Crime Defences
Creditinfo, a global service provider for credit information and risk management solutions, has announced the rollout of its identity, know your customer (KYC) and fraud and ID solution in Uganda. The move supports organisations in the country as they work to strengthen financial crime prevention at a time of rapid digital growth and evolving fraud risk.
BVI Financial Services Conference Examines Global Financial Crime Risks and Reaffirms BVI’s Commitment to Integrity
Government officials, regulators, law enforcement authorities and financial services professionals gathered at the BVI International Arbitration Centre on 5 March for the BVI Financial Services Conference 2026, an event examining the evolving global landscape of financial crime and the responsibilities of international financial centres in safeguarding the integrity of the global financial system.
Glia Launches Industry-First Contractual Guarantee Against AI Hallucinations and Prompt Injections
Glia, the leading platform for intelligent banking interactions, today announced it will offer its more than 700 bank and credit union clients a contractual guarantee against AI hallucinations being presented to customers or members on its Banking AI platform. Glia also now guarantees zero impact from prompt injection attacks on its platform — malicious attempts to trick customer or member care AI into providing information or performing tasks it shouldn’t.
Money20/20 Asia Report: APAC Fintech Ecosystem Shifts from Experimentation to Scale as AI and Digital Assets Drive Leadership
Money20/20, the world’s leading fintech show and the place where money does business, today unveiled its annual Future of Fintech in APAC report ahead of Money20/20 Asia happening in Bangkok on April 21-23 at the Queen Sirikit National Convention Center (QSNCC). The whitepaper is revealing that APAC’s fintech ecosystem has reached a pivotal inflection point. The region is shifting from experimentation to scaled deployment across AI, digital payments, and digital assets, marking a decisive move toward production‑grade innovation.