Where to begin…. as an Industry veteran within the Credit Card business there are SO MANY AREAS of OPPORTUNITY that exist today to transform the business.

NLP -Natural Language Processing

An easy win in keeping in touch with market and customer perceptions of your brand through social media.

To dig deeper into your customer service conversations via call monitoring to understand the tone and real meaning behind the conversation – are your agents helping the customer? Is their customer satisfaction detectable?

Machine Learning Models

ML models have been successful in detecting fraud, identifying the right customer segments for new offers, acquisition, retention, inactives – there is a whole world of use cases that are being thought out in meeting rooms of Credit Card companies today.

RPA – Robotic Process Automation

I am a HUGE FAN of efficiency so when I read and see how RPA is changing the business landscape of manual tasks and processes that so many Financial Service companies are comprised off I want to Jump up and down in glee ! I think the current challenge is FEAR-people are afraid that these computer bots are going to replace them. Not necessarily the case as humans need to manage the RPA programs. People need to change their paradox of feeling comfortable doing data input and mundane tasks to I AM ACQUIRING A NEW SKILL of how processes will be done in the future.

Well this was just my first pass at outlining high level opportunities …we have a long way to go on this journey