Banking, Insurance & Financial Services

Operations demanding flawless security and a seamless omnichannel experience, all while meeting strict regulatory requirements. Personalization and value-added advisory are essential to building lasting trust.

Key Trends Shaping Your Industry

Accelerated Digitalization of Customer Touchpoints

Digital banks, neo-banks, and other fully digital financial service providers are building their customer experience with a mobile-first approach and maximum customer empowerment. Investments in self-care portals are increasing, and CRM system overhauls are accelerating to support these transformations.

Automation and Artificial Intelligence

With its highly regulated environment and structured data approaches, the sector is well-suited for automation solutions and AI integration. Chatbots and voicebots are becoming standard in customer interactions, alongside sales support systems and product recommendation engines.

Upskilling Remote Advisors

As customer relations become more hybrid, enhanced training in empathy, remote management, and product knowledge is essential. This shift is accompanied by a redesign of workstations to focus on the customer rather than financial products. The transformation of physical branches, now integrating customer service and automated assistance, is redefining roles in the industry.

Explosion of Conversational Channels

The use of channels such as WhatsApp, SMS, video calls, and secure messaging is becoming widespread. Some insurers even use photo and video tools to assess claims remotely. The challenge now is to manage ongoing conversations rather than isolated transactions.

Strengthening Security Measures

Strong authentication, biometrics, and remote video verification are becoming the norm, alongside large-scale technology deployments to streamline and ensure compliance (GDPR, KYC, KYB, etc.).

Simplifying and Personalizing Customer Journeys Through Data

Redesigning customer journeys for greater clarity, speed, and autonomy is a top priority, as is leveraging customer data to deliver targeted offers and real-time recommendations.

Our Approach

Armatis is your specialized, experienced partner, holding all the certifications required to guarantee operations that meet the highest standards—leveraging people, technology, and data.