Using Blockchain to Take the Pain Out of the Mortgage Process (Part 2 of a multi-part series)

Talk about polar opposites: the excitement of purchasing a new home vs. the drudgery of the mortgage process.  Borrowers are saddled with gathering documents and providing clarification/validation. Lenders struggle to obtain information from borrowers and numerous third parties, collate data in a compliant fashion and ensure information is validated and audit-proof. And then, of course, […]

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The Upside of Credit Card Fraud

When it comes to using artificial intelligence (AI) for credit-card fraud management, the benefits are more than meets the eye. Yes, AI-powered detection systems spot fraud more quickly and help contain losses. But the systems also put a new spin on fraud for credit card providers: Real-time fraud detection helps inspire customer confidence and boost […]

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From ‘-Omics’ to Digital Twins, Life Sciences Is In for Vast Changes Ahead (First of a Multi-part Series)

Digital tools and platforms are remaking every aspect of the life sciences (LS) value chain, from co-prescribed apps to implanted sensors to data queries for drug discovery, and digital is overturning how companies conduct clinical trials and manage production/distribution. The changes extend to how individual patients assimilate and internalize health and healthcare technology directly, through […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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