Harnessing Decision Intelligence for Agile Fraud Prevention and Enhanced Customer Personalization
The financial services landscape is undergoing a decisive shift as global executives prioritize advanced technologies to navigate complex market dynamics. A recent survey conducted by The Harris Poll reveals that 60 percent of credit risk and fraud executives identify Artificial Intelligence and Decision Intelligence as their primary investment targets for the upcoming year. This data indicates a fundamental move away from legacy systems toward agile, data-driven frameworks capable of mitigating risk while simultaneously enhancing operational efficiency across North America, EMEA, Latin America, and Asia Pacific.
Beyond simple automation, leaders are seeking tools that democratize data access through intuitive interfaces. The research highlights that 62 percent of respondents emphasize the importance of interacting with data quickly using natural language queries, while 51 percent specifically value Generative AI for this purpose. Consequently, organizations are actively restructuring their technical architectures to support real-time decisioning across every customer touchpoint, signaling a new era of responsiveness in financial technology.
Key Insights at a Glance
- Strategic Imperative: 77 percent of executives believe Decision Intelligence will be crucial for optimizing decisioning strategies over the next two to three years.
- Top Operational Challenges: Respondents cited fraud detection (43 percent) and deploying risk decisioning processes (40 percent) as their most significant hurdles.
- Integration Barriers: Fragmented systems create substantial friction, with 47 percent reporting compliance issues and 46 percent citing a lack of seamless data flow.
- Personalization Maturity: While 44 percent have advanced personalization capabilities, 26 percent are actively employing real-time, AI-driven personalization to better serve customers.
The High Cost of Siloed Decisioning Systems
Financial institutions today often operate like a fleet of ships navigating the same storm without radio contact; they possess massive amounts of data, yet struggle to share it effectively across departments. The survey underscores this fragmentation, revealing that disparate decisioning systems are causing severe operational headaches across the customer lifecycle. Specifically, 46 percent of leaders report a lack of seamless data flow and unified insights, while 47 percent face heightened regulatory compliance or security challenges due to these disconnected environments.
These silos do more than just slow down operations; they actively inflate costs and obscure the holistic view of the customer. The survey data indicates that 44 percent of organizations are grappling with increased costs directly stemming from these separate systems. Furthermore, when decisioning engines cannot communicate, institutions face significant integration hurdles with existing infrastructure, a difficulty cited by 41 percent of respondents. Without a unified framework, the agility required to respond to emerging market threats is significantly compromised.
Addressing the Escalating Complexity of Fraud and Risk
As financial ecosystems expand, the vectors for potential fraud and credit loss multiply exponentially. Executives surveyed identified detecting and preventing fraud (43 percent) and developing risk decisioning processes (40 percent) as their top challenges. Additionally, 31 percent of leaders are focused on reducing credit losses and maximizing collections recovery rates. However, implementing AI to solve these problems introduces its own set of obstacles, particularly regarding governance.
Is it possible to trust an automated decision if you cannot understand how it was reached? This concern is paramount, as 44 percent of respondents struggle with the lack of transparency or explainability in AI models. Furthermore, an equal percentage face difficulties navigating compliance and regulatory requirements when deploying these advanced solutions. These statistics suggest that while the appetite for AI is high, the industry demands solutions that are not black boxes, but rather transparent engines of logic.
Unifying Lifecycle Management with Decision Intelligence
To overcome these barriers, the industry is turning toward holistic Decision Intelligence platforms that unify data across the customer lifecycle. Carol Hamilton, Chief Commercial Officer at Provenir, notes that leaders are realizing the potential of these technologies for creating faster, smarter risk models. By prioritizing AI that is real-time, explainable, and compliant, organizations can deliver insights that not only prevent fraud but also drive hyper-personalization and deepen customer loyalty.
The Shift to Real-Time Personalization
The survey data supports this strategic pivot, with 49 percent of executives ranking real-time decisioning as a top value driver. This capability is essential for modern customer engagement. Currently, 44 percent of institutions have advanced personalization capabilities in place, yet only 26 percent are leveraging real-time, AI-driven personalization. This gap represents a significant opportunity for competitive differentiation, allowing forward-thinking firms to offer relevant product recommendations based on immediate data context.
Future Outlook
Looking ahead, the integration of Generative AI and real-time data processing marks a permanent evolution in financial services infrastructure. As 60 percent of executives commit to these investments, the market will likely see a widening gap between agile, AI-first institutions and those reliant on legacy models. Ultimately, the successful adoption of Decision Intelligence will define which organizations can maintain customer loyalty through superior, personalized experiences while robustly managing risk in a regulated environment.
About Provenir
Provenir is redefining how leading enterprises manage risk, personalize customer experiences and drive growth with Decision Intelligence.
Provenir’s single Decision Intelligence platform brings together data, models and agents to enable continuous optimization of customer decisions and faster deployment of business strategies. Solutions for credit risk, fraud and customer management are unified in one platform, providing a holistic approach to customer intelligence.
Trusted by the world’s leading financial services providers, Provenir is at the heart of mission-critical operations in over 60 countries, processing more than 4 billion transactions annually.
