108 Microsoft’s Chad Hamblin explains the connection between employee productivity and customer satisfaction in the financial services industry, showing how they create a powerful virtuous cycle – one where generative AI plays a pivotal role BY ALICE CHAMBERS The change in technology over the last 20 years has been transformational and, in many ways, has spoiled customers, claims Chad Hamblin, global industry director of financial services at Microsoft. “Customers now expect the process for accessing financial services to be as seamless as ordering on Amazon, but there’s a big difference between buying a $10 item and securing a 30-year loan,” he explains. “However, people don’t see it that way due to the rise of rapid, personalised online services.” Microsoft’s solutions, primarily in the Dynamics 365 suite of products, Power Platform and Copilot Studio, are helping financial services organisations to deliver on evolving customer expectations. “With Dynamics 365, sales teams can track interactions, products and cases to understand customer preferences and communicate with them across multiple channels,” says Hamblin. “Dynamics seamlessly works with Microsoft Office so that professionals don’t have to switch back and forth between applications to serve customers. And, when they are able to work productively, employees have more time for meaningful interactions.” Generative artificial intelligence is now integrated into most Microsoft products too. “Microsoft has bet the house on generative AI,” says Hamblin. “We have copilots for Microsoft Power BI, Dynamics and Office, as well as Azure OpenAI. They have a dramatic impact on the customer experience. For example, AI-powered, intelligent chatbots provide customers with 24/7 information. They also streamline key banking processes such as mortgage handling, ‘know your customer’ (KYC) and onboarding.” FEATURE Reach for the higher hanging fruit
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