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The Secret Sauce: How to Engage Banking Customers and Ensure Compliance

It’s no secret that manual processes make it hard to keep up with changing compliance regulations and customer demands for fast, frictionless onboarding. New regulations are seemingly added every day—from Customer Due Diligence (CDD), including Know Your Customer (KYC) and Anti-Money Laundering (AML) checks, to newer General Data Protection Regulation (GDPR) and Financial Crimes Enforcement Network (FinCEN) regulations (just to name a few).

Related: The Top 5 Reasons You Need RPA for CDD infographic

And on-the-go customers have their own rules, which can be just as tricky. You’re now competing with the user experience of Amazon and Netflix. Your customers expect to be met on their terms, whether that is the ability to snap a photo of their ID with their smartphone to open an account or get status updates 24/7.

Although neither the regulators nor your customers are likely to be enthusiastic about giving your bank a second chance to get it right, financial institutions shouldn’t rush into a patchwork fix that isn’t built on a solid foundation; the strength of the compliance workflow will have far-reaching consequences, so it’s critical to plan ahead.

So what’s the secret sauce for banks looking to bring their onboarding and compliance processes up to par the right way?

Drawing on research from a 2018 survey of more than 100 financial institutions, a new Digital Banking Trends report sheds light on this question. The report reveals what banks see as their toughest compliance hurdles, as well as their top priorities for modernizing their infrastructure, over the next 12-18 months. The report gives an inside look into banks’ evaluation and planning process for addressing customer and compliance demands, as well as best practice recommendations, including:

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