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 […]Read More
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 […]Read More
In Search of Marketing’s Holy Grail: Attribution
Digital marketing is in an exciting phase. Every enterprise and small business has embraced the various forms of digital marketing and is seeing results. Large enterprises have multiple marketing channels and getting the marketing mix right in different markets is a challenge.Read More
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. […]Read More
The 4 Habits for Highly Effective Digital Customer Experiences
Google the word ‘digital’, and you will get over three billion results. It’s as if digital is the most popular fashion accessory in business today. Research any tech analyst. The top trends are digital. They speak to the fact that we are in the ‘digital era’, where everyone needs a ‘digital business’ and must act ‘digital to […]Read More
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 […]Read More
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 […]Read More
Why Don’t Companies Simplify their Digital Transformation?
I believe digital transformation has only one agenda: “Simplify the business.”Read More