Blog

Customer Experience – Diversified

26/01/2017

Customer Experience seems to be the most popular buzz word across multiple industries. In my last post I have talked about how banks are realising that digitalisation of their operations is key to a Great Customer Experience.

However, banks are not alone. Airports are another industry where customer experience expectation is very high, however the reality often disappoints. The complexity of airport’s operations can not be underestimated – all processes should work in complete synergy.

George Demetriades, Director of IT and Communications at Athens International Airport compares airports to Smart Cities in his interview with Juliet Media. Please take a look at the video.

19/08/2026

Blog

Rethinking Collections in Kenya: Why Technology Alone Is Not Enough

I call many places home, whether by heritage, birth, marriage, or migration. Having lived in Nairobi, Kiambu, Kajiado, and Mombasa, I have experienced firsthand the diversity of our country. Like many Kenyans, my life has been shaped by strong family and community ties. Here, family extends far beyond the nuclear household. We support one another through education, weddings, funerals, medical emergencies, financial challenges, and many other aspects of life.

03/08/2026

Blog

AI in NPL Management: From an Add-on Feature to Operating Logic

Non-performing loan management has always been data-heavy and process-heavy: fragmented information across disconnected systems, complex legal processes, rising regulatory expectations, and communication channels that don't talk to each other.

29/07/2026

Blog

Early Warning Systems in Credit Portfolios: Predicting Financial Stress Before Default

For many years, the banking industry's competitive advantage centered on making better lending decisions. Institutions invested heavily in improving credit scoring models, refining underwriting policies, integrating credit bureau information and, more recently, applying Artificial Intelligence to enhance decision-making.