News Summary

• Telcos and banks are diving (and wading) into new service areas alone or in partnership.
• With partnering, each player contributes its services and expertise, lowering risk and costs.
• Banks capitalise on telcos’ sticky service experience and large customer bases.
• Telcos see partnerships as a way to boost revenue by cross-selling and upselling partner products and services.
• Predictive AI can anticipate customer needs and personalise experiences.
• GenAI enhances the frontend by providing conversational support and answering questions about joint products.
• Agentic AI can also empower customer service staff with a holistic, cross-industry view, enabling them to address complex, multi-domain challenges.