Finextra: In our area of digital banking and lending, there is much talk about digital transformation and the future being in technologies such as AI, Machine Learning (ML), Cloud, CX, Open Banking, Big Data, etc. But anyone who has ever tried to arrange a house or office move, or simply communicate online with big institutions, banks, building societies, insurance companies etc, will know that their understanding of "online" processing is fundamentally flawed. So, a call out to all financial services firms, STOP and address the basics first! 

The problem

Operating "online" does not mean telling your customers....

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