I’ve been using online banking for a while now. Just the other day, I had a quick question and saw “Chat Live with a representative” so I decided try it out. As I got comfortable asking a few questions, I started to want to do more. I wanted to talk
I am a millennial and my entire financial life fits in my front pocket. Whether I am setting up automatic credit card payments, paying a friend back for a dinner...
As consumers, we have many options in how we browse, research, and purchase products today. We expect more freedom and flexibility in how we work with retail companies. Forward-looking companies strive to improve their customers’ experiences
It seems like once a week I come across an article about how mobile devices will revolutionize customer care. To some degree, the articles all share a theme: “Make your life simpler with anytime anywhere access to… your bank, insurance provider, even
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
Nearly a year ago, I wrote a blog titled, “Mayday for Insurance and Financial Services,” where I detailed how next-generation customer experience capabilities, such as virtual interactions between business experts and customers, are transforming
You order a movie online and additional suggestions pop up, based on a deep knowledge of your likes and dislikes. You plan a vacation and similar suggestions appear, reflecting your...
It’s that time of year again! On November 12-14, the Cisco Financial Services team will be attending BAI Retail Delivery 2014. This year, we’ll be showcasing exciting solutions for the Digital Bank — innovations that provide seamless, cross-channel
In my last blog, I continued the discussion about the 24-hour bank and how banks must transition from the physical
