Customer Experience

2 min read

“Bankers’ hours” started disappearing with the advent of ATMs in the 1970s and 1980s. Today, online and mobile access has made the transactional side of banking a 24/7, anytime, any...

1 min read

Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...

5 min read

So This Guy Walks into a Branch… I like to think of myself as a tech-savvy consumer, and that includes my banking habits. That means that I rarely step across the...

1 min read

Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage...

3 min read

Banks are experiencing market disruptors attacking from many angles. They’re facing competition not only within the financial services industry, but also from non-traditional banking institutions that are delivering new mortgage...

4 min read

I recently returned from a Financial Services Summit event in China, where I discussed trends in an omnichannel delivery strategy with an audience from 30 banks. A central part of my discussion was the notion that things are not changing, they’ve already changed. Consumers across the globe have a heavy appetite for digital services. Digital […]

1 min read

I've often written about how we optimize to our Customers' and Partners' top journeys across our web sites and mobile apps. We've found that focusing relentlessly on the top things that...

3 min read

For those of us who have been in this industry awhile, the Property and Casualty (P&C) insurance market continues to be plagued by inefficiencies in claims handling and litigation management. Adjusters assigned to manage the claim are geographically dispersed, have varying degrees of expertise about the loss event, and handle multiple claims simultaneously. Disparate legacy […]

2 min read

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...