What is Customer Experience and Why Should Banks Really Care?

In the banking and financial services industry, customer experience often has been described as “generic,” “choppy” and “non-intuitive.” But today, the sector finally seems to be “getting it.” They are changing their approach to create a more engaging, relevant and proactive customer experience. Even today, much of the banking customer experience  centers on tasks rather than relationship-building and […]

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We’re IoT Winners! (According to HFS Research)

“IoT is much more than a technology. IoT is not a technology market, but a go-to-market concept that incorporates the deployment of core emerging technologies already being deployed. Big Data, Analytics, Mobility, and Cloud are all enablers of IoT and this allows – even requires – it to become a unifying theme.” –HfS Research It’s […]

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Zap! Applying the Power of Digital to the Electricity Grid

The largest (connected) machine in the world In 2000, the National Academy of Engineering named the U.S. electric power grid as one of the greatest inventions of the twentieth century, one that’s known as the largest machine in the world. This machine has more than 200,000 miles of high-voltage lines (>230 kV) and 3 million miles of distribution circuits. […]

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Retailer’s Checklist for Digital Holiday Shopping

Holiday shopping is intense This year’s holiday shopping season is just around the corner. Most retailers are already announcing their rock bottom deals for Black Friday, when millions of shoppers will descend on stores and websites. . . which means retailers will also have to plan for spikes online and off. And it’s not just […]

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The Truth about Intelligent Automation with HfS Research

It’s now sufficiently understood that intelligent technologies such as robotic process automation, cognitive computing and artificial intelligence are powerful force multipliers for improving operations. But, as is often the case when the pundits get too far ahead of reality, the story isn’t necessarily playing out as everyone expected. As my colleague Rob Brown points out, “It’s not really […]

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