Fernando Castanheira, Chief Information Officer, Riverbed Technology
Banking customers expect flawless digital experiences – secure, intuitive, and always available. Whether transferring funds, checking balances, or applying for loans, they demand seamless interactions at every touchpoint. The rewards of delivering such experiences are immense: enhanced customer loyalty, competitive edge, and operational efficiency. However, as banks expand their digital offerings, the underlying IT infrastructure grows increasingly complex, creating a delicate balance between innovation and reliability. AIOps, paired with network acceleration, offers a powerful solution to ensure robust, agile systems that not only meet customer expectations but also future-proof banking operations for sustained growth.
The Hidden Toll of Back-End Failures
Modern banking systems are a web of complexity, integrating cloud services, remote devices, third-party applications, and legacy infrastructure. This intricacy breeds back-end challenges that can disrupt customer experiences. Imagine a customer attempting a time-sensitive payment only to encounter an unresponsive app, followed by long queues on live chat support. Hours of downtime ensue, fueling frustration and prompting thoughts of switching banks. Behind the scenes, IT teams scramble to diagnose the issue, but limited visibility into sprawling systems and outdated legacy tech slows their efforts. Fragmented data across platforms further complicates rapid resolution.
The stakes are higher than ever as digital banking dominates. According to Which?, 64% of UK bank branches open in 2015 have closed, pushing customers toward online services. This shift places immense pressure on banks to maintain uninterrupted digital access. Back-end failures don’t just cause minor inconvenience – they erode trust, attract negative media scrutiny, and inflict lasting reputational damage. In an industry where customer confidence is paramount, these disruptions can have far-reaching consequences, driving clients to competitors and undermining long-term growth.
A Dual Strategy: AIOps and Network Acceleration
To deliver exceptional customer experiences, banks must modernize how they manage and move data. The 2024 Riverbed Global AI & Digital Experience Survey highlights a critical gap: only about one-third of financial organizations have confidence in the completeness and accuracy of their data. To address this, banks should adopt a two-pronged approach combining AIOps and network acceleration technologies.
AIOps for observability transforms IT operations by providing a unified view of system performance. By aggregating telemetry data from across the digital estate, AIOps solutions enable IT teams to monitor complex environments in real-time. These platforms excel at detecting patterns, correlating alerts, and flagging anomalies – often resolving issues automatically before they impact customers. For banks, this means preempting outages that could disrupt critical services like mobile banking or payment processing.
AIOps for automation takes this further by eliminating manual triage processes. By automating repetitive tasks and reducing customer support tickets, it frees IT teams from reactive firefighting, allowing them to focus on strategic initiatives. This shift ensures customer-facing systems operate reliably, fostering confidence in the bank’s digital offerings.
Complementing AIOps, network acceleration tools optimize data flow across the digital estate. These solutions reduce latency, streamline traffic, and maintain application performance, whether customers access services via mobile apps, online platforms, or in-branch systems. By ensuring speed and reliability, network acceleration enhances the responsiveness of digital touchpoints, creating a seamless user experience.
Stronger Services, Happier Customers, Future Growth
This dual approach unlocks significant advantages across multiple fronts:
- For banking services: AIOps and network acceleration minimize downtime, accelerate issue resolution, and align IT operations with broader commercial objectives. Automation frees up resources, enabling IT teams to prioritize innovation over maintenance.
- For customers: Frictionless interactions become the norm. Whether checking balances, transferring funds, or applying for credit, customers experience fast, reliable services that build trust and loyalty. Fewer interruptions translate to higher satisfaction and stronger relationships.
- For the business: Access to accurate, real-time data empowers banking leaders to drive innovation. From developing new digital services to optimizing existing ones, this data-driven approach enhances the bank’s reputation as a forward-thinking institution while boosting profitability.
Moreover, these technologies lay the groundwork for scalability. As customer expectations evolve and digital services expand, AIOps and network acceleration provide the agility to adapt without compromising reliability.
Building Resilience from the Back-End
The truth is simple: front-end excellence hinges on back-end strength. In banking, where trust, security, and reliability are non-negotiable, there’s no room for downtime, data blind spots, or performance bottlenecks. AIOps delivers the intelligence and control needed to manage complex systems, while network acceleration ensures the speed and reliability customers demand. Together, they create a digital infrastructure that’s not only resilient and agile today but also ready for the challenges of tomorrow.
By embracing these tools, banks can transform their operations, deliver superior customer experiences, and position themselves as leaders in the digital era. In an industry where every interaction counts, AIOps and network acceleration are the foundation for lasting success.
