Data-Driven Cultures: Keeping Humans in the Loop

Businesses everywhere are striving to become more data-centric, whether to improve customer experience, develop smarter products and services, or fine-tune decision-making. But while these initiatives rely heavily on technologies such as big data analytics and artificial intelligence (AI), developing a successful data-driven culture is not a technology problem to solve. The main ingredient of a […]

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Blockchain as a Design Thinking 2.0 Tool

I recently participated in an IDG-sponsored roundtable discussion on blockchain with representatives from the technology, consulting and academic worlds. All panelists agreed that we will see widespread adoption of blockchain technologies in business and beyond – but likely in ways we haven’t yet thought about. One common observation was that the business relevance of blockchain […]

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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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