Customer Experience

April 20, 2016

FINANCIAL SERVICES

Cisco and Fiserv: Transforming the Customer and Employee Experience

1 min read

Authors: Jason Bettinger, Financial Services Business Transformation Director, Cisco Bradley Mason, Vice President, Sentry Performance Solutions, Fiserv Changing technology is driving big changes in consumer expectations – and within the workplace. Financial institutions must transform customer experiences to meet the demands of the future, or run the risk of impacting the bottom-line. They must also […]

April 14, 2016

FINANCIAL SERVICES

Live #CiscoChat April 26th – Give Banking Customers Face Time

1 min read

Join us for a conversation with Alyson Clarke from Forrester Research about the customer experience in financial services.

Are traditional software architectures hindering your digital transformation?

3 min read

Advancements in cloud computing, distributed analytics, machine learning, robotics, the Internet of Things (IoT) and the emerging API economy are setting the stage for entirely new data-driven business models.

March 23, 2016

RETAIL & HOSPITALITY

Video Provides a Fresh Approach to Retail

1 min read

The key to retail success is understanding the shopping journey, and video can play an important part in that process. Sandra Acham talked to me this week as she wrote a blog about how video supports a comprehensive approach to understanding customer behavior (read the blog). The thing is that today’s retail customers don’t think […]

March 21, 2016

FINANCIAL SERVICES

CBA LIVE 2016 Highlights How Data is Everywhere

2 min read

Read about the exciting opportunities available to financial institutions that embrace digital business transformation, re-introducing human connectivity, and leveraging digitization as a competitive advantage.

March 8, 2016

CLOUD

Taking Customer Experience to the Next Level

2 min read

According to a study by Accenture, price is not the primary reason for customer churn: 66% of respondents stated they have switched companies due to poor customer service. But what makes this number even more relevant is that 82% of these respondents felt the company could have done something to prevent them from switching. When […]

February 25, 2016

FINANCIAL SERVICES

My first Cisco Live…and it was in Berlin!

1 min read

I am a new Cisco hire – Head of Financial Services Solutions & Innovation EMEAR and I just came back from Cisco Live Berlin. This is my first time at the event, having spent 30 years in banking. My first impression? Firstly, WOW! I have been a Cisco customer in previous banking roles and I […]

February 18, 2016

COLLABORATION

Play It Backwards: Jimi Hendrix and Customer Experience Part III

1 min read

A mentor of mine once told me, “if you have trouble solving a problem, try innovating from the opposite direction.”...