Technology has and will continue to be a key enabler across every product delivery channel within the financial services sector. You simply need to explore some of the newer bank branches, available applications within app stores or investigate online innovations inherent in many institutions’ web presence to see how engrained technology has become in the customer experience. While firms are making this transition in differentiated form factors and across different channels, the trend itself is clear and pervasive; underpinned by the “anywhere, anytime” mantra and the continued consumerization of technology.
These channel developments cut across all products, but all have one common element – enabling improved and increased collaboration between institutions, their clients, businesses and/or consumers to drive accretive revenue. While these developments have and will continue to deliver impressive initial returns, they are largely siloed by either a business unit and/or delivery channel. The true potential value can only be unlocked by enabling a seamless and contextual integration of the physical, direct and mobile channels – the evolution from multi-channel to omnichannel.
The omnichannel model enables the customer to choose how and by what method they want to conduct their business, be that in person, via a mobile device, from the home, online or with telephony. Cisco’s IBSG team has published a white paper that looks into the transformation of institutions from multi-channel to omnichannel. While the method of communication is important, the true differentiator in transformational channel evolution is the ability to integrate interaction. Institutions must be aware of the context and outcomes of customer interactions as customers move from channel to channel, product to product, or business line to business line.
From an institutional point of view, the value in the omnichannel impacts multiple factors. Read More »
Tags: Cisco, collaboration, customer experience, Financial Services, insurance, omnichannel, remote expert, retail banking
Virtual meetings have become an increasingly important part of the workday. Companies rely on technology such as video and web conferencing to help geographically distributed teams collaborate and be more productive.
The common denominator in all of these virtual meetings is the conference call. It’s a fact that the quality of the audio usually dictates the quality of the meeting. Think about how many times people complain about the audio breaking up, being too loud or too soft, or simply asking to repeat questions or points discussed because the voice quality is just not good enough?
New Cisco Unified IP Conference Phone 8831
The new Cisco Unified IP Conference Phone 8831 – a new phone purpose-built for the conference room – solves many of these audio challenges. Now, each user joining a meeting can expect the best possible meeting experience, with high quality audio that is akin to being in the room itself. The traditional definition of a meeting has changed, and with it, the tools needed to have a successful meeting experience must evolve as well.
As anyone who has led a meeting knows, the key to a successful meeting is engagement. But employees won’t speak up and engage if they’re frustrated by the meeting experience – if they can’t hear others or aren’t being heard if they speak up themselves. Large meetings can sometimes suffer from a lack of productivity and results because of this lack of participation.
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Tags: Cisco, collaboration, Revolabs, unified communications
Chances are, you’ve heard this line or a variation thereof before: “Video conferencing improves collaboration and lowers costs for organizations around the world.” While this is true, for this blog, I want to focus on ways video is changing government by sharing the story of two government agencies that are using video in new and unique ways.
We frequently hear how important it is to “do more with less.” In the face of sequestrations and reduced traveling budgets, this is a reality, and agencies are turning to alternatives like video conferencing. Video technologies such as telepresence are streamlining government processes and increasing collaboration, all while cutting costs. Read More »
Tags: budget, collaboration, government, mobile collaboration, secure collaboration, sequestration, TelePresence, telework, travel reduction, video, video conferencing
Students are consuming information in new and different ways – books are being replaced by computers and blackboards are being replaced by video collaboration screens. To sum it up, technology is revolutionizing learning.
While educators struggle to deliver top-notch educational experiences amid budget cuts and fewer resources, they are finding innovative ways to provide better opportunities to their students. At the crux of this innovation are collaborative learning technologies, such as telepresence. From grade schools to universities, classrooms are combining video with learning and students, staff and parents are reaping the rewards. Read More »
Tags: collaboration, flipped classroom, higer education, higher ed, K-12, learning, teaching, TelePresence, video conferencing, WebEX
Part Four of a Six-Part Series: Modernizing Teaching and Learning in the U.S.
Part four will focus on the critical role education leaders play in the intersection of technology and the future of learning. Previous parts of this series included:
- The Need for Change
- Challenges in Changing the System
- Systematic Change and Navigating Culture
Higher education leaders know that in addition to addressing their culture, they also need to modernize teaching and learning. The most innovative educators are using new technologies to do this. But rather than implementing technology for technology’s sake, these educators are closely examining their current modes of curriculum and instruction, and thoughtfully implementing technology where it makes the most sense and can have the greatest impact.
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Tags: collaboration, edreform, education, highered