Financial Services: Orchestrating Customer Journeys in a Highly Regulated Cloud Environment

Abstract

This article examines how financial institutions navigate the dual imperatives of escalating customer expectations for personalized experiences and increasingly stringent regulatory requirements. Cloud-first architectures have emerged as a transformative solution, enabling institutions to unify fragmented customer data and orchestrate sophisticated, compliant customer journeys. The analysis explores how purpose-built cloud platforms facilitate comprehensive customer views, advanced segmentation strategies, and cross-channel campaign orchestration for key financial lifecycles. Additionally, the article examines specialized compliance architectures that enable personalization at scale while maintaining regulatory adherence. Finally, the convergence of cloud platforms with emerging technologies like generative AI and open banking frameworks is examined, highlighting how forward-thinking institutions are transforming regulatory requirements from constraints into competitive differentiators by establishing foundations of customer trust.