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Putting the customer at the center of every decision

My fellow blogger Rita Chakravarti recently noted that customer centricity has become a central theme in her conversations with banking professionals. I’ll add that most financial institutions are tackling this in stages. We’re seeing them move toward full customer-level management capabilities gradually, and reap profit gains at each stage for...

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Call for Entries: FICO Decision Management Awards

We've just announced a call for entries in the second FICO Decision Management Awards. The awards honor FICO clients that have achieved outstanding results from their use of analytics and decision management technology to grow their businesses, manage risk and reduce costs. Nominations are due August 1, 2012, and winners...

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Extending Credit to New Markets: Q&A with Itaú Unibanco

Itaú Unibanco is Brazil’s largest private sector bank and the ninth largest globally. But when it launched its credit card as an initial entry into the highly competitive Mexican market, it had to adopt startup-style strategies. Key to the effort was an origination process using FICO® Capstone® Decision Accelerator to...

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Big Data Changes the Analytics Paradigm

Big Data is a hot topic today that stems back to the early days of high-performance computing and parallel computing, which I worked on during my time in theoretical physics at Duke and Los Alamos. These days, Big Data tools facilitate the ease in applying these concepts. Interestingly, much of...

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The Buzz on Customer Centricity

My recent conversations with banking professionals in Asia Pacific has made one thing very clear: customer-centricity is all the buzz nearly in every conversation. Every bank is trying their best to attract customers by putting their best foot forward. Despite gloomy news on the economic horizon, particularly in Europe, the...

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How-To Guide for Knowledge Automation in the Era of Big Data

FICO’s own Alan Fish has just published Knowledge Automation (Wiley). The book provides a how-to guide for improving business processes by automating business knowledge, which includes not just human knowledge but “artificial” knowledge extracted from data using analytics. Knowledge Automation: How to Implement Decision Management in Business Processes describes a...

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Finding the levers to change customer behavior

Forward-looking economic calibrations of risk, such as those I described in my last post, are being folded into a wide range of customer decision strategies. Samsung Card, one of Korea's largest credit card companies, is at the forefront of this trend. We recently worked with Samsung Card to improve portfolio...

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Economically calibrating risk predictions

While there are many commentators trying the define what the “new normal” will look like in a post-crisis economy, there’s still a lot of new learning to be done and not much in the way of economic consistency. So it seems a good time to talk about companies that have...

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How customer relationships impact credit risk

For banks that have made it their mission to deepen their product holdings with customers, here is some clear evidence that your relationship with a customer can influence their credit risk. FICO recently studied two Spanish clients’ loan performance, and the results indicated that the risk of a customer on...

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Banking’s new normal is emerging—but not where you expect

Over the past year, there has been plenty of writing about the prospect of stability—the so-called "new normal"—in post-crisis financial services markets. And during this time, we've continued to see plenty of destabilizing forces rock the industry. Everywhere, creditors are wary of future regulatory impacts on their business and of...

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Webinar: Post-Crisis Analytics – 6 Imperatives for Raising Performance

In dynamic markets, there’s direct relationship between profitable portfolio growth and a bank’s ability to quickly understand and adapt to changing consumer behavior. At next week's free webinar "Post-Crisis Analytics – 6 Imperatives for Raising Performance," FICO will explore how card issuers can build competitive advantage by cultivating analytic learning...

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Managing Predictive Models (video)

Banks can increase the value they get from their predictive models by changing the way they manage those models. New OCC and Basel regulations make improving model management more important than ever. Hear more on this topic from Mike Gordon, FICO vice president and banking practice manager, in this Tech...

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Inextricably Linked, for Better or for Worse

Last week, more than 30 senior risk officers from 12 countries across Asia Pacific gathered at the second annual FICO APAC Chief Risk Officer Forum in Bali, Indonesia. Hosted by FICO and moderated by IDC, the forum provided a venue for us to have an in-depth discussion around what’s ahead...

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Celebrating fraud innovation

I'm proud to announce that FICO® Falcon® Fraud Manager 6 Analytics was named a finalist in the CONNECT Most Innovative New Product Awards, in the software category. This accolade was driven by the analytic innovations that I often blog about here, including: Adaptive Analytics, which are reducing account false positive...

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Despite Basel sticker shock, banks soldier on

A new study by the Boston Consulting Group finds that banks globally face a $450 billion (€350 billion) Basel III shortfall, as reported today in the Financial Times. According to the study, banks in Europe have the biggest gap, more than half of the total. While stunners like this make...

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Mobile Fraud: Q&A with Aite Group

As financial crime continues to expand and evolve, FICO interviewed Aite Group fraud analyst Julie Conroy McNelley about emerging threats in mobile banking security. Julie recently participated on the FICO World analyst panel on “Enterprise Fraud Management” and just published “Mobile Fraud: The Next Frontier,” a report based on Aite’s...

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Webinar: Best Practices in Analytics and Model Validation

Next week, FICO will host free webinars that share best practices in analytics and model validation. With the proliferation of models used in financial services, and today's tightly regulated and volatile markets, organizations must reassess how well models are being strategically applied and how well they're being managed. In addition,...

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Regulatory survey: complexity and frequent change are top concerns

The following guest post was written by Michelle Katics, CEO of BankersLab. What regulatory risks are you facing in the next 12 to 18 months? This question was posed to hundreds of FICO World attendees and colleagues in a recent regulation survey conducted by FICO and myself. Top concerns were...

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Is the Chinese Consumer Ready to Drive Global Economy?

As we approach the end of the year, I’m having numerous discussions with banking executives and other clients about where we see the global and local Asia Pacific economy performing next year. I was asked to opine on this for Singapore’s business daily, Business Times. In short: Globally, it often...

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Predictive Analytics in the Cloud

The following guest post was written by James Taylor, CEO of Decision Management Solutions. Individually, predictive analytics and cloud computing are hot topics in business today. But what's the potential for the intersection of these two exciting technologies? Based on new research and a recent survey of over 200 professionals,...

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Push boundaries to accelerate analytic learning

Accelerating analytic learning—it’s one of the top challenges my team is working to solve with many FICO clients. No wonder it’s been a running theme on this blog, and of my own posts. Our most successful clients are accelerating analytic learning by pushing the boundaries beyond traditional champion/challenger testing. Here’s...

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The Hidden Benefits of Social Banking

Retail Banker International has published "The Hidden Benefits of Social Banking," a blog post by FICO's Mike Gordon, vice president and managing director of EMEA. In the post, Mike discusses the use of social and digital channels for collections and recovery. Here's an excerpt: Placing the customer in control of...

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Analytics for more profitable originations

One way FICO clients are boosting profits in originations is by using analytics that provide critical insights into a wider range of factors affecting the performance of new accounts. Here are three key areas where we've found analytics can sharpen origination decisions: 1. Macro-economic impacts on credit risk Analytics can...

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PNC's Gordon Cameron calls for a new approach to lending

In his keynote address today at FICO World 2011, PNC Executive Vice President and Credit Executive Gordon Cameron said that banks need a new approach to lending, in order to adapt to a fast-changing marketplace and economic pressures. Speaking to a sold-out audience of 700 bankers from 42 countries, Cameron...

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The Regulator Said What? Q&A with BankersLab

With regulation a central topic at next week's FICO World, FICO interviewed BankersLab CEO Michelle Katics, who will co-present, "The Regulator Said What? And You Said What Back?" In this session, Katics will lead an interactive discussion of the more unusual, occasionally vague and not always successful attempts at regulatory...

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Take Our Brief Regulation Survey

At next week's FICO World 2011, we will discuss best practices on how the financial industry and regulators can work together. Even if you can't attend the conference, we hope you'll take a few minutes to complete our regulation survey. In it, we ask you to share the regulatory challenges...

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Get a preview of PNC Bank’s FICO World keynote

Want a sneak peek into next week's FICO World? Then we invite you to watch the recorded FICO World preview webinars. The FICO World 2011 conference takes place November 1-4 in New York City. Revitalizing Growth in the Reset Economy Gordon Cameron, SVP, PNC and Mark Greene, CEO, FICO In...

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Building Customer-Level Profitability: Q&A with Mashreq Bank

In the lead-up to FICO World in November, FICO interviewed Mashreq Bank Vice President Khalid Zafar, who will co-present “Building Customer-Level Profitability in a Changing Environment.” At the conference, Zafar will share how Mashreq Bank redefined its predictive analytics and decision strategies to better deal with changing consumer behavior, risk-reward...

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Fighting Enterprise Fraud

Increasingly banks are looking to leverage the full breadth of data related to customers to make better decisions, and fraud is no exception. There is a strong desire to break down silos, so fraud/risk behaviors in one area of the customer’s interaction with the bank can be utilized in other...

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New Analytics for Emerging Payments

Payment cards are changing. Whereas a plastic card used to access a single funding account, now we increasingly see cards—and very soon, mobile phones—that can access multiple funding accounts. This trend not only increases personalization options, but also fraud detection capabilities, if you leverage a cardholder’s history of what funding...

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US/Europe Debt Crisis 2011: React or Ignore?

The past few months have been a roller coaster ride for the global investor community. Gold touched US1900/oz, a historical high indicating lack of faith in the stock market and other global currencies. Rumour has it that it may go much higher in 2012. Is the world going to face another recession?

Yes or no. It depends on whom you ask.

Numerous debates are going on. IMF chief Christine Lagarde recently commented that 40 million people could be put back into poverty if we don’t succeed, but 20 million jobs could be created if crisis is averted. Some industry veterans are more positive. During his recent visit to Singapore, Citi chief Vikram Pandit commented that “The chances of another financial crisis hitting the global economy are slim.” He is bullish about Asia and expressed his faith in the banking system here.

These observations point us in one direction. We are entering unchartered waters, and nobody is sure what will happen next. 

In Asia, countries like China and India who have large domestic demand fared much better during the 2008 crisis, compared to smaller export-led economies. Even so, India and China did not emerge unscathed. The Indian IT industry, which depended very much on US demand, was badly hit. In China, several factory workers were laid off after the manufacturing sector lost millions of dollars in orders from the US. 

The impact may be worse next time. As some Indian fund advisers have commented, “None of the problems since September 2008 in the global financial sector have been resolved in the real sense by the governments all across the world.” They have just been swept under the carpet by politicians. 

Whatever is the cause of the current turmoil, India—which is witnessing strong macroeconomic growth, as well as growth in banking and financial services—can’t afford to lose momentum now. India has a very dynamic banking environment that is growing rapidly. RBI (Central Bank) is also in the process of opening up the sector by allowing entry of new banks, NBFCs, credit bureaus and others to compete. 

In India and other markets keen on maintaining momentum through economic turmoil, bankers can’t assume that this time the market mechanisms will work, and things will automatically correct themselves. There is no “happily ever after.” 

How should banks and financial institutions manage risk in such an increasingly risky world? Lenders need game-changing, proactive strategies. Regulators have long suggested that banking strategies should incorporate long-term macroeconomic indicators for day-to-day decision making. Strategies should not only consider local indicators, but the indicators of foreign economies to which the local economy is tied. 

Sounds logical, right? Yet many lenders today don’t or can’t. 

In Asia, the data-capturing process for these macroeconomic indicators often lags, and accuracy is questionable. Even if data is captured, there is a lack of initiative in using them for day-to-day decisions via predictive science and forecasting methodologies, often because the process of mathematical linking is complex.

We can’t let this stand in our way. Proper data collection needs to become institutionalized. With good data comes the ability to model macroeconomic factors. With this type of proactive approach, risk in the banking system will be completely attuned to the volatility in the market. Risk policies will be changed dynamically. In the end, we’ll be able to weather economic storms much better.  

Asia is extremely fortunate not to have the serious debt crisis that West is facing today. Let us not blow it up by ignoring the value of quality data, the warnings that economic indicators provide and the power of predictive science. 

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Decision optimisation—not just for large FSIs

My colleague Amit Parekh recently hosted a webinar about decision optimisation, which got me thinking about best practices for financial service organisations. To recap, decision optimisation helps risk managers answer complex questions like: How do I run a profitable line increase campaign whilst reducing losses and exposure? How do I...

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Join a conversation with PNC Bank’s Gordon Cameron and FICO CEO Mark Greene

What are the approaches that banks are taking to create growth in a weak economy with greater regulation? Join a discussion about this next week with FICO CEO Mark Greene and PNC Bank SVP and Credit Executive Gordon Cameron. This special FICO World Preview Webinar will take place on Friday,...

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Learn more about modeling economic impact on credit risk

The FICO presentation on Economic Impact Grade Migration Modeling that won the Paragon Award for Best Paper at the Credit Scoring and Credit Control XII conference in Edinburgh last month has been posted online, along with the other conference papers, at: www.crc.man.ed.ac.uk/conference/archive/2011.html. I will be giving a webinar on this...

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Restoring banking balance

In August, I blogged about the notable regulatory guidance issued by the Monetary Authority of Singapore, which called for increased capital levels and – more significantly – an accelerated timeline mandated by Basel III. I also talked about the three key lessons from global financial crisis: More capital. More liquidity....

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Get a FICO World sneak peek at a preview webinar

Are you considering registering for FICO World 2011 but want a taste of what to expect? In the coming weeks, blog authors Daniel Melo and David Molyneaux will present two free FICO World preview webinars, providing a sneak peek into their upcoming FICO World sessions. The FICO World 2011 conference...

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Changing payments means changing fraud detection

The traditional credit/debit card has become passé—at least in terms of having a single device with access to only one funding account. Today, a single card can, at the point of sale, access different accounts to fund the payment transaction. Likewise, a mobile device has the capability to make payments...

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Bank of England supports counter-cyclical risk approach

Robert Peston, BBC, reported the speech by the UK Chancellor of the Exchequer at the Lloyds of London annual dinner: "…. Mr Osborne last night gave a nod that he might agree with Mr Cameron, by lauding a paper recently written by the influential Bank of England economist, Andrew Haldane,...

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Closing the Gap on Fraud Model Degradation

Fraudsters are continually adjusting their strategies to circumvent fraud detection systems. In my last few posts, I've been discussing how adaptive analytics are built to counter this problem. Because of this, the latest version of FICO™ Falcon® Fraud Manager leverages adaptive analytics. The adaptive model adjusts the base neural network...

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FICO fraud chief discusses mobile banking fraud on Bank Info Security

Bank Info Security has published a bylined article on mobile banking fraud by FICO fraud chief and blog author Mike Urban. In the article, Mike discusses points of vulnerability, as well as security and detection measures. Here's an excerpt: For today's retail banks, mobile banking is seen as table stakes,...

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Edinburgh conference award for economic impact modeling

I’m proud to note that FICO’s Johan Jansen van Rensburg and I won the Best Paper Prize at the Credit Scoring and Credit Control XII conference in Edinburgh last week. Our paper was on “Economic Impact Grade Migration Modeling - To Address Pro-Cyclicality in Current Risk Management Practice,” and addresses...

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Strengthening conventional fraud detection

Financial institutions are always looking for ways to combat newer fraud schemes—schemes that arise between fraud model developments and are not well-represented in the historical data. As I discussed in a recent post, one way to boost performance is to add analytics that are adaptive or self-learning. Deploying adaptive models...

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How can fraud models combat new tricks?

The fight against payment card fraud resembles an arms race. Card issuers are deploying ever more sophisticated anti-fraud measures, and fraudsters are continually evolving strategies to evade those measures. Typically, issuers rely upon neural network fraud models trained on huge historical datasets to recognize recurring fraud patterns and reduce fraud...

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Fundamentals of analytic learning loops

My last few posts have discussed the analytic learning loop. By accelerating feedback about market performance, analytic learning loops enable banks to target the right products to consumers most likely to respond and generate profits. And banks can adjust decision strategies to boost results while campaigns are still ongoing. So...

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Propelling growth with analytic learning loops

These days, economic volatility, new regulations and competitive forces all make analytic learning speed and yield critical to success. In my last post, I discussed how an “analytic learning loop” accelerates feedback about market performance, enabling banks to make decisions based on how consumers are behaving today. By providing a...

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Why increased capital adequacy is only part of the solution

We’ve blogged a lot about the various proclamations of the Basel Committee, specifically how our banking clients around the world are using analytics to ensure capital adequacy and manage portfolio risk. Under the most recent Basel III measures, banks would have to hold six percent of Tier 1 capital, up...

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FICO discusses risk management challenges in Cards International

A recent Cards International article explores the challenges of risk management in a dynamic economy and implications of the CARD Act, as well as new analytics-driven solutions that can help. In the article, FICO blog author Chisoo Lyons discusses how the economic downturn has heavily constrained the creativity of risk...

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Mark Greene: Join us for FICO World 2011 (video)

How are the top competitors in banking worldwide changing the game to grow in a difficult economy? FICO CEO Mark Greene invites you to discover the answers at FICO World 2011, November 1-4 in New York. Mark Greene: Discover Game Changers at FICO World 2011 Attendees will join hundreds of...

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Origination strategies of the best-in-class

In a recent post, I broke down a simplified origination decision model to illustrate how it can be used to improve decision strategies. But many of our clients are beginning to look to more advanced uses of these analytics, to boost originations performance. These lenders are leveraging custom decision models,...

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Moving away from a fixed view of customer behavior

These days, portfolio growth and a bank's ability to quickly understand and adapt to changing consumer behavior are interconnected. The challenge, of course, is that traditional approaches to acquisitions and originations, based on analyzing past behavioral data, provide a historic view of customer risk and reward potential. But in today's...

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Breaking down an origination decision model

While decision modeling and optimization are employed by top financial services firms in some decision areas, they have not been a standard part of the origination process for most lenders. But this is changing—not only because of economic, regulatory and market pressures, but because technology advances (e.g., SOA approaches) now...

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Which fraud investments will deliver the biggest payoff?

Criminals are making lots of investments in fraud, so it's critical that financial institutions get the biggest bang for their anti-fraud buck. Here are the areas I suggest investigating for anti-fraud ROI: 1. Make more stringent CNP (card-not-present) authorizations. With the increased usage of cards on the internet and the...

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Four essentials for fraud detection

I'm often asked "What are the best ways for banking institutions to detect fraud?" While it's common for institutions to rely on after-the-fact manual reports and threshold rules, these are primarily useful for compliance processes, not for fraud detection and loss mitigation. To have a real impact on fraud losses,...

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How Profitable Are Your Customers?

Customer profitability is a critical question, no matter if you are a bank in a slow-growth market (where it’s probably regulation and slashed operating budgets that are making your job harder) or a high-growth market (where you have been so focused on originating and acquiring customers, that you may have...

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How Much of the 80% Do You Capture?

Up to 80% of the risk associated with the entire lifecycle of an account can be determined at the point of application. Are you capturing this much of the risk, and using it to improve your origination decisions? It’s a critical issue today, as lenders try to find profitable customers...

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The growth and evolution of ACH/wire fraud

Fraud on Automated Clearing House (ACH) payments has gone through an evolution. It started out with fraudsters getting involved as originators of fraudulent ACH transactions. They would create fictitious transactions, either by not getting consumer consent or over-charging consumers on transactions. A heightened awareness of on-boarding originating businesses and escalated...

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The hidden cost of fraud

Traditionally, fraud losses are measured by looking at fraud transaction dollar losses and operational costs. But institutions should begin to pay more attention to reputation and loss of confidence—often the “hidden” costs of fraud. While it's true that these costs are less obvious and harder to measure, that doesn't mean...

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Call for presentations: Submit your FICO World session idea

As FICO™ World 2011 approaches, we invite FICO clients and other industry thought leaders to submit proposals for conference sessions related to predictive analytics and key issues in retail banking and insurance. The FICO World 2011 conference will be held in New York from November 1-4. It’s easy to submit...

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Defining what makes a “good” model

Central to developing and evaluating an analytic model is the definition of what constitutes a “good model.” At FICO, we view it as the dimensions of good. Let’s take fraud models as an example. What makes one model look high-performing may be misleading if that performance degrades quickly. A model...

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Post-crisis risk management

The advent of the economic crisis caused some core beliefs in traditional risk management to be tested. We had our very own stress test, not just of the portfolio but also of the tools used to manage that portfolio. As our models came under stress, regulators changed the rules that...

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