The Issues with Work: Will Technology Adoption Bring Us Closer Together or Drive Us Further Apart?

The promise of technology adoption was, in many ways, to bring us closer together. Railroads transported us from the barren countryside to the city center. Radio, television and tablets let us experience the same stories and access the same information as someone in an opposite corner of the world. Telegraph wires, phone lines and then […]

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From Frustration to Abundance: Supercharging Productivity with New Tools in the Future of Work

Work has always been the cornerstone of human existence. Our value as individuals, organizations, communities and even country states is defined by our productivity at our places of work. But while we’ve been chasing productivity improvement for millennia, we’ve only truly mastered exponential improvements in the last couple of hundred years. Why is this, considering […]

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How Banks Can Make AI-Based Insights Work for Them and Their Customers

I recently worked with a large U.S. bank with a long to-do list for using artificial intelligence (AI). Like many banks, it recognized the potential for using AI-based insights to personalize offerings and offer more relevant services, including an interactive map on its website to explore local merchants that accept the bank’s credit cards. But […]

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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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