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operated with specialist tools, creating a natural resistance to change.

Carl Eastwood, who leads SAS’s enterprise decision proposition for fraud, credit risk and compliance, highlights the challenge: “One of the biggest misconceptions is the fear of losing control and capability,” he explains. “Teams worry that platform sharing will compromise the specialist capabilities that point solutions provide. For example, fraud teams protect their tools because they need speed and precision. Similarly, credit risk and compliance teams have specific regulatory and operational needs.”

“Telecom leaders must drive cultural change, not just in adopting technology, to make true integration work”

RISK, FRAUD & FINANCIAL CRIME SOLUTIONS LEAD, SAS

The solution lies in early communication and demonstration of enhanced capabilities. “The key is communicating early so that an enterprise decision-making platform doesn’t mean watering down functionality,” Carl notes. “With platforms like SAS Viya, integration enhances capabilities by giving each team more complete data, access to more capabilities and the ability to collaborate closely with previously siloed departments to improve decision-making.”

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SAS , London office

Transforming customer onboarding Few areas demonstrate integrated systems’ value more than customer onboarding processes. For telecom providers, the initial customer journey represents a critical opportunity to establish trust whilst managing risk. Carl highlights the challenge: “A customer’s initial onboarding journey is often the most interaction they will ever have with a company; that first series of touchpoints provides the person with their first insight into what being a customer will be like.”

Traditional approaches create fragmented experiences that frustrate customers and leave organisations vulnerable. “Unfortunately, disjointed

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