Points of View

If you want success with machine learning-enabled analytics, don’t boil the ocean!

Feb 27, 2020 Elena Christopher

Citizens Bank reinvents collections segmentation and creates a trust-based foundation for smart analytics scale


Banking and financial services (BFS) firms continue to invest in technology-enabled digital change to impact their major performance levers of top-line growth, bottom-line performance, customer experience improvement, and risk and compliance. However, with a myriad of options and competing priorities, HFS has seen many well-intentioned programs get stuck at the pilot or proof of concept stage due to a lack of compelling results and an inability to track value. In the case of smart analytics, there is even more scrutiny around the explainability of artificial intelligence-generated decisions, which can add to the stall factor.


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