Yet another acronym is making the rounds; this one, CEM, or customer experience management, roughly combines the adage "the customer is always right" with the latest techno-scheme of "predictive analytics."
The application of advanced analytics to detect and thwart sophisticated fraud increasingly is seen as the next, logical step in protecting customer data and identities.
Your customers are already asking ChatGPT, Claude, and other AI assistants where to open an account, how to move money, and which lender to trust. Here's the question: "Is your institution part of their conversation, or is a fintech or another brand answering for you?"
