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Connecting Experts to Customers with Omnichannel Delivery

Are you familiar with the bank of yesterday? One where trying to meet with an expert can translate into being required to travel across town or deal with lengthy wait times and lines? Where it can take days and even weeks to receive and sign documents to close a mortgage or open a new account? And yet many other aspects of your life can be addressed from the privacy and security of your home, at a time that is convenient to you.

I suspect many have encountered these or similar frustrations while attempting to gain valuable advice and support from a financial expert at a bank. However, these are becoming issues of the past thanks to the emergence of the omnichannel banking model.

The bank of now is here. Customers may make their own choice of when, where, and how they want financial service interaction. The omnichannel model orients the bank to focus on the customer, independent of product or geography, enabling customers to connect with the right expert at the right time at their preferred channel. One key to executing this strategy is recognition that a bank has to go beyond yesterday’s multi-channel integration by leveraging technology to virtually connect customers with the people who are best suited to address their needs. To get started down the omnichannel path, Read More »

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Don’t Forget! Register for Webinar: 802.11ac in Higher Education

Curious about how to use 802.11ac in Higher Education and other high density wireless environments?

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Tomorrow, July 24, we are hosting another 802.11ac webinar, this one focused on Higher Education. We will feature Mark Denny, Cisco Product Manager from the Enterprise Mobility Group, who will provide an overview of 802.11ac, discuss the benefits of 802.11ac and provide a summary of Cisco’s 802.11ac Solutions. We will then have Greg Sawyer, the Manager of Communication Services at the University of New South Wales in Sydney Australia, discuss his experience with 802.11ac, the reason why he is deploying 802.11ac and the benefits he expects from this emerging technology.

The webinar is tomorrow, Wednesday, July 24th @ 3PM PDT. Here is the registration link. If you miss it, we will have it available on demand here shortly after. Also, if you missed last week’s 802.11ac Webinar for Healthcare, it is available in the dropdown on demand here.

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Ask The Internet of Everything Futurist: “When Will We Get Our Flying Cars?”

Flying cars. Robots. Biometric devices. These are just some of the things I get to think about and research in my role as Cisco’s Chief Futurist. As the Internet of Everything continues to connect more people, process, data, and things it is exciting to think about the possibilities.

Looking at life 50 years ago can give us perspective about just how far we have come. In 1963, push-button telephones were first introduced and the world’s population was 3.2 billion, less than half of what it is today. The next 50 years will be just as revolutionary and life changing, perhaps even more so.

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In the Internet of Everything, “Everything” Includes YOU

You wake up feeling rested thanks to systems that “know” the best temperatures and lighting for your personal sleep patterns. While brushing your teeth, a smart (very smart) mirror tracks your vital signs and pronounces all systems go. It then suggests a high-protein breakfast, since the intensive financial analysis on that day’s calendar will demand concentration. But first to the gym, where biometric sensors embedded in the fabric of your workout clothes track minute-by-minute progress.

A far-off future vision from Hollywood? Not at all. These technologies are on the horizon and may be impacting our daily lives in years to come. And they dovetail into a massive societal and technological shift that Cisco calls the Internet of Everything (IoE).

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The Evolution of Immersive Video in the Retail Bank Branch Series (3): Remote experts in action

In part two of this three-part series detailing the “Evolution of Immersive Video in the Retail Bank Branch,” I looked at Cisco’s Remote Expert Solution more in-depth and discussed how the solution’s contact center enables virtual face-to-face meetings with high-definition video. By offering customers instant access to knowledgeable experts, even when customers are in remote areas, banks can provide personal service resulting in improved customer confidence in the relationship and greater loyalty. Now that we understand how the solution works, I’d like to take a deeper look at the solution in action and discuss how Remote Expert can meet customer needs in three key business areas.

Wealth Management Services

Remote Expert’s video sharing capability allows investment advisors to visually see the customers they are pitching new products and services to and helps them to gauge how to lead the conversation. In some cases, portfolios may be complex, especially when involving trusts, so video adds an additional medium in which to connect with the customer and explain the approach being presented by the wealth advisors. This is something that cannot be accomplished easily over the phone and traditionally has involved air travel to meet the customer in person. For ultra-high-net worth customers (> $2 MM), Remote Expert also provides a way for multiple advisors to join the conversation remotely to guide the client through the estate planning or wealth planning discussion.

Mortgage Sales

Today, there are many mortgage programs and products available. In addition, many state and federal regulations exist as it relates to quoting and working with customers on mortgage programs. Video has been shown to be an effective way to drive additional understanding of those various mortgage products and a way to work with the customer through the pre-approval process and up to the point of underwriting. We are finding that banks are still opting for the traditional in-person closing process, but more and more institutions are experimenting with completing the entire mortgage process using Remote Expert and the available video capabilities it provides. Read More »

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