Ever felt that you’ve spent half your life searching for a parking space? Well, it’s not that much of an exaggeration. One study estimates that typical drivers spend 2,549 hours of their lives in the aimless, money-wasting, and gas-guzzling quest for
Recently at the Forrester’s Forum for Customer Experience Professionals in New York on June 26, Graham Atkinson, Chief Marketing and Customer Experience Officer at Walgreens, spoke about his work to transform the company from one that traditionally
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
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
Imagine a customer calling their insurance provider and reaching a representative that has never spoken with them and is unfamiliar with the customer’s claims history or company policies. That doesn’t sound like a good experience. Now imagine after a
“You can’t manage what you can’t measure.” So said Dave Evans, Cisco’s chief futurist, in his keynote address at Cisco Live 2013. I couldn’t agree more! As we usher in a new era of hyperconnectivity, we will see our environment in
This week I had the privilege of speaking at Cisco Live 2013 about the coming explosion in connectivity among people, processes, data, and things, which Cisco calls the Internet of Everything (IoE). This massive technological and societal shift
If you think we already live in a connected world (and we do!), get ready to fasten your seatbelts. Today, there are “only” about 10 billion connected “things” on the planet. This includes hundreds of millions of people communicating with one another
In the first part of the “Evolution of Immersive Video in the Retail Bank Branch” series, I discussed how the retail banking industry is currently undergoing organizational changes that are affecting customers’ banking experience, including the
