Many companies are accelerating their digital transformation processes. What was initially seen as a challenge for many companies to survive in the market’s new reality, soon turned into opportunities for growth and constant digital expansion.

According to the State of Application Strategy Financial Services survey, from F5, such expansion is noticed, mostly, in companies in the financial sector, such as banks and brokers.

Continuous digital experience motivates digital expansion in 70% of companies in the financial sector

The survey, conducted in 2021, pointed out the challenges faced by managers and CEOs of financial organizations – considered the most susceptible to attacks and digital threats – to modernize and protect their main applications this year.

According to the survey, 30% of the companies in the field still count with applications focused solely and exclusively on task automation.

On the other hand, 70% are already living the digital expansion. This percentage includes companies that seek to elevate the consumer experience (CX) and deliver a continuous digital experience.

To do that, they base themselves in a double strategy: counting with an automation process aligned with the business areas and investing in the orchestration of applications.

The survey shows, however, that 57% of these companies already count on smart resources, like Artificial Intelligence and Machine Learning for their business’ applications.

From the data presented above, we can see the importance of smart solutions and strategies focused in CX for the companies’ digital expansion processes and to elevate the experience of the multiconnected consumer.

Using insights is still a difficulty for most financial companies, according to a survey

Although more than half of the companies interviewed are living the digital expansion, 98% of the respondents claimed not having the insights needed to act predictively against failures or cyber threats.

The survey also concluded that more than half (58%) claimed to have difficulty to identify the root cause of incidents, 54% did not know the root cause of performance issues, and finally, 53% could not discern whether behind a problem there is an attack.

Experts explain that this is a great challenge faced by the banks.

According to them, these companies lack solutions based on AI and ML that can act at scale, accurately discerning, for example, what is human access, what is a “good robot” like Google and what is a threat. In addition, in many organizations, the implemented solutions deliver insights about factors that are already equated, not acting properly against new threats and problems.

Despite being significant, the number is not so surprising if we compare it with the fact that only 28% of businesses guided by data know how to properly use it.

Lack of responsibility can compromise digital expansion inside companies, according to experts.

Another complicating factor, in the expert’s opinion, is the fact that many companies still delegate all responsibility for the digital environment to the ICT Security team.

According to them, an organization in the form of silos isolates the business area from the technology and can pass to the internal user the perception that security challenges, for example, do not concern them.

In this scenario, it is fundamental that companies invest in cybersecurity, smart data-driven solutions that issue reports in real-time, and train their teams to analyze, manipulate and know how to transform relevant data into insights as part of a successful digital expansion strategy.

For most companies, increasing consumption of APIs and public cloud is the secret to application modernization

When asked about application’s security and modernization, 71% of the respondents claimed that the great secret is the increasing consumption of APIs.

Then come strategies such as adding new components to the application (61%), redoing the application code (40%) and, finally, migrating the application – without making any modernizations – to the public cloud.

The report also shows that 82% of the researched universe is formed by financial organizations that, for making more than 10 million accesses to APIs per month, already have API protection solutions. This rate drops to 32% for banks that consume less than 1 million APIs per month.

DNK is number one in omnichannel solutions integrated with the APIs of the main applications

Aligned with the market needs, DNK offers the best solutions for Call Centers and Contact Centers integrated with the APIs of the main applications, being specialized in the development of high-performance products, solutions and services for companies in the area.

The use of last generation technology combined with a team of experienced professionals, leads DNK to constantly innovate to transform the experience of customers and partners with their consumers.

DNK values excellence in customer service providing their partners tools and platforms with innovative and customizable functions that issue management reports and relevant data in real time.

With DNK’s services and products, the customer service is provided through an integrated omnichannel platform, which connects all service channels (whatsapp, voice, web, chat and others) with fast recovery of client’s information and data, in order to offer a complete and satisfactory management of the client journey with differentiated results.

 The company is recognized by the market and awarded for solutions and successful cases. Champion of the “Best self-service Solution” category in the XXI Modern Consumer Award and winner of the silver trophy in Client SA 2020 Award in the category “Leader in Innovation Strategy”, in partnership with a client, DNK understands that a well-attended customer is the secret for the success of the attendance.

Co-browsing: collaborative navigation solution reinforces partnership between DNK and Surfly and innovates the Brazilian financial sector

Understanding the need to innovate and improve the CX in the financial sector, Surfly and DNK join efforts and bring to the Brazilian financial market co-browsing solutions totally personalized according to the needs of each customer in the sector, like banks and insurers.

Founded in 2012, Surfly is a Dutch technology and security company focused on the financial sector. Thanks to its advanced technology of proxy and co-browsing, all customer data flows through highly secure servers based on SHA-256 SSL encryptions. Besides that, no session data is stored, preserving the confidentiality of information.

The technology, brought in partnership with DNK, allows banks and credit unions to transform the digital experience of its customers through collaborative navigation without the need of altering the original application installing additional software.

Since the solution allows the agents to navigate in the same screen as its customers and provide real-time support, it has already helped several financial industry clients improve their call center solutions and improve their overall CSAT and NPS scores, as well as their first-call resolution rates.

Unlike other co-browsing solution providers, the solution offered in partnership with DNK has easy integration, is complete and adapts to any third-party content out of the box.