What’s Behind a Successful Customer Experience

“We’re proud to hang up on our customers.” This bold statement was how a Canadian telecom exec opened his talk at a  customer experience (CX) conference I recently attended. It was an obvious attention-grabber, but the story that followed was relatable to every CX leader in the room. The telecom had a growing customer attrition […]

Read More

How AI Extends the Case for Enterprise IT Automation

Artificial intelligence (AI) offers an unprecedented opportunity to reconstruct business models and re-engineer business processes. By adding AI-powered automation to their strategic mix – across the front, middle and back office – IT organizations can simultaneously deliver superior user experiences, increased efficiency, optimized cost and improved agility. The full potential of AI and automation can […]

Read More

Insurers, If You Don’t Have an AI Strategy, You’re Already Behind

When it comes to AI adoption, many insurers have lagged behind their counterparts in other industries. But waiting is not a sustainable AI strategy. Insurtechs are adept at using natural language processing, machine learning (ML), deep learning and other AI technologies. These upstarts are leveraging AI to introduce a new range of innovative products, such […]

Read More

Understanding How to Fail: The Essential Ingredient of Radical Innovation (Final of a Multi-Part Series)

It’s one thing to embrace failure as a necessity for innovation. But we don’t always take the time to talk about the process of failure, and what it teaches. After all, in order to make the most out of failure, you need to learn from it. Done well, failure encourages experimentation, and the act of experimentation breeds […]

Read More

Six Things to Consider When Contemplating a System Upgrade

Insurers have many reasons to contemplate a system upgrade: the need to modernize core IT and infrastructure, improve business capability with attractive new features and functionality, boost process efficiency and customer service with straight-through processing. Or, simply, maybe their licensing agreement requires it.  We’ve helped many insurers drive business outcomes via a system upgrade, including […]

Read More

Getting the Most Out of Your Community and Employee Engagement Program

In my recent blog, I discussed the importance of community and employee engagement and provided a four-pronged approach to developing a localized plan. With these cornerstones in place, it’s time to execute, and to do that successfully, businesses need to ensure a high level of employee involvement. To maximize involvement, community and employee engagement programs […]

Read More

Finding Community – and Ourselves – in Unlikely Places

Conferences and trade shows can feel like occupational hazards: The travel is grueling, the speakers often snoozy. At a conference last month, however, I had a different experience. The sessions I attended and the people I met opened new windows for me – professionally and personally – and provided the sense of belonging and community […]

Read More

How to Win in the Experience Economy

“All the world’s a stage, and all the men and women merely players.” These mythic lines from Shakespeare’s As You Like It serve to illustrate a key pillar of The Anthropology of Experience: that identity is created as it is performed. Everyday actions and practices – like taking public transit, attending business meetings, eating meals or posting […]

Read More

How Media, Entertainment & Telecom Players Can Apply AI to Boost Customer Experience

AI is great at cutting operational costs. For media, entertainment and telecommunications companies, in fact, some of AI’s best uses to date have focused on reducing fraud and squeezing inefficiencies from IT infrastructure. Yet the greatest potential for AI lies in its ability to generate growth. By personalizing the customer experience, AI can help companies […]

Read More

Want Innovation? Connect Design and Engineering (Second of a Multi-Part Series)

Steve Jobs said it best: “Design is how it works.”  We live in an exciting time, when digital products and services are remaking industries, business models and jobs. At the center of all this activity are two closely connected disciplines: design and engineering. But while engineering and design have long played a central role in developing […]

Read More