AIB has added momentum to its ongoing digital transformation programme by investing €65m into its CX strategy.
Teaming up with IBM, the company aims to create a hybrid cloud technology environment, harnessing an entire range of advanced technologies. Most notable is the addition of analytics, process automation, and cyber security tools.
With a strategy to build better customer and employee experiences, each of these technologies plays a critical role. However, perhaps with call centre fraud attempts rising by 150% across the industry – since the onset of the pandemic – new security additions are the most eye-catching.
Offering security assurances to customers is, after all, crucial in the current environment. However, traditional Identification and Verification (I&V) processes are notoriously painstaking. Turning to innovation, AIB will strive to enable more secure, seamless experiences while achieving gold-plated security standards.
Fergal Coburn, Group Chief Technology Officer at AIB, adds:
As we accelerate into the future of banking, we need the most advanced technology to underpin our ongoing digital transformation efforts. IBM technology has been the backbone of our service delivery for over 30 years, and this agreement maintains our relationship in the innovation space.
Each of the innovations that lead the digital transformation efforts of AIB will complement its technology roadmap and business requirements.
As such, AIB will continue to enhance their hybrid model. They also aim to increase system availability and resilience. These are the ingredients for a more agile operation, as Deborah Threadgold, Country General Manager, IBM Ireland, says:
The IBM z15 is a key part of the bank’s overall hybrid cloud strategy and will enable AIB to efficiently and securely manage traditional operations and provide AIB’s highly experienced team the tools to deliver new digital services in a very agile manner.
A final benefit of AIB’s approach is in simplifying the technological infrastructure. As a result, the company may move and manage data, services and workflows across multiple clouds and on-premise platforms.
In doing so, IBM will further extend their hybrid cloud ambition, rooted in innovation, agility, and security.
