This entry is part 9 of 30 in the series TrendsAccenture notes that “Google Wallet, T-Mobile, PayPal, Simple, and Moven have all relied on the “white-label” services of The Bancorp Bank to provide regulated banking services to their customers.” See The Everyday Bank by Accenture.
This entry is part 6 of 30 in the series TrendsCustomers are becoming more open-minded about branch-less banking. See the 2014 North America Consumer Digital Banking Survey study by Accenture. But most still do use the branch and call center. In fact, the more they use digital channels, the more they use the physical channels.… Read More »
This entry is part 15 of 31 in the series Defining wordsI have kept crowdsourcing on the shelf over the years as a “plan B” should I ever need an alternative way to make a living. I explored it further when brainstorming ways to gather information about authenticated digital services in various countries. I was… Read More »
This entry is part 14 of 31 in the series Defining wordsGamification is another one of those words that I have been scolded for using in meetings. Folks, this is one worth looking up, understanding, and shoehorning into your vocab. Gamification is the use of game mechanics to influence people. Game mechanics are becoming one… Read More »
Make every project an experiment. This book explains how. Check out this video about validated learning. Learn about “the Pivot“. On the Lean Startup methodology.
Technology is top-of-mind in the C-suite according to the IBM C-Suite Study of 2013.
With technology top-of-mind in the C-Suite, I can not think of a profession that is growing in importance more quickly than architecture. By that I mean enterprise and IT architecture. Architects provide the technology leadership for an enterprise. Yet, architects too often get stuck together into an “architecture” organization which over time becomes less relevant… Read More »
This entry is part 1 of 1 in the series Mobile BankingThe first thing that I can say about mobile strategy for large banks is that I can not cover it sufficiently in a blog post. Like business strategy, we will need to peel it back layer-by-layer. In any kind of IT strategy investigation I… Read More »
Good news! I found another great resource for connecting customer loyalty to customer experience! Forrester: The Business Impact Of Customer Experience, 2012. A comment in the first paragraph sums it up: “Years of Forrester data confirm the strong relationship between the quality of a firm’s customer experience (as measured by Forrester’s Customer Experience Index [CXi])… Read More »
One of the most important issues I deal with regularly is how to estimate the business benefits of improving customer experience. One good source that I turned up is IDC’s Business Strategy: Digital Services Impact on Customer Retention and Acquisition resulting from customer and bank surveys in Europe and the U.S. An interesting idea is… Read More »