Customer
Expectations
Challenges Faced
by Banks and Credit Unions
Personalisation: Deliver
customised solutions and insights
based on customer preferences,
behaviours, and goals.
Embedded Finance: Integrate
payment systems, budgeting
tools, and subscription
management into daily life.
Transparency: Communicate
fees, services, and policies
clearly to build trust.
Sustainability: Support
eco-friendly initiatives and
sustainable financial practices.
Innovation: Use AI, predictive
analytics, and automation to stay
ahead of customer needs.
Instant Access: Enable real-time
account updates, approvals, and
transfers for speed and
convenience.
Reliability & Security: Ensure
uninterrupted service, robust data
protection, and regulatory
compliance.
Omnichannel Experience: Offer
a consistent and unified journey
across mobile, web, and
branches.
1 | eMACH.ai Core Banking
■ Long timelines for
new product
launches
■ Customer churn
from lack of
targeted offerings
■ Low-energy
branches lacking
proactive selling
BUSINESS
■ Inflexible
workflows limit
business agility
■ No central risk
view leads to
inconsistent
reporting
■ High operational
costs due to
manual processes
OPERATIONS
■ Rigid systems and fast
tech obsolescence
■ Disparate product
engines and high
maintenance costs
■ Difficulty in integrating
third-party apps and
fintechs
■ High bandwidth and
heavy hardware
requirements
TECHNOLOGY
■ Go-lives delayed
by excessive
customisation
■ Siloed systems
create integration
hurdles
■ Data inaccuracies
from fragmented
extraction and
migration
IMPLEMENTATION
■ Gaps in fraud
detection,
cybersecurity, and
data privacy
■ Lack of training slows
adoption
■ Pressure from
ongoing regulatory
compliance
■ Slow issue resolution,
vendor lock-in risks
SUPPORT