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Are traditional software architectures hindering your digital transformation?
Apr 05,2016
Evolve your software architectures for a hyper-connected world. The next big phase of the Internet is the move to connect previously unconnected people, processes, data and things -potentially millions of them -in new and more productive ways.  ...
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Video Provides a Fresh Approach to Retail
Mar 23,2016
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...
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CBA LIVE 2016 Highlights How Data is Everywhere
Mar 21,2016
Today's financial institutions face an array of challenges - but many of these challenges are balanced by the exciting opportunities available to financial institutions that embrace digital business transformation, re-introducing human connectivity, ...
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Taking Customer Experience to the Next Level
Mar 08,2016
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...
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My first Cisco Live...and it was in Berlin!
Feb 25,2016
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 Cis...
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Play It Backwards: Jimi Hendrix and Customer Experience Part III
Feb 18,2016
A mentor of mine once told me, "if you have trouble solving a problem, try innovating from the opposite direction." Jimi Hendrix clearly understood this concept well. Being left handed, he was initially confounded by the lack of available left-handed...
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The Emerging Era of Customer and Workforce Experience
Feb 17,2016
We are in the midst of the era of customer and workforce experience. I read one report predicting "by 2020, customer experience will overtake price and product as the key brand differentiator." Consumers and employees are more loyal to companies that...
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Join us at Cisco Live Berlin to see the Digital Bank
Feb 11,2016
There is $1.3 trillion value at stake in the financial services industry projected by 2022. Capturing this value requires embracing today's digital disruption and the major technology transitions of mobili...
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Five Strategic Insurance Business Imperatives for 2016
Jan 07,2016
"One of these days the ground will drop out from beneath your feetOne of these days your heart will stop and play its final beatOne of these days the clocks will stop and time won't mean a thing" "These Days", Dave Grohl, Foo Fighters  As we...
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Marketing in the Digital Age: Trends to Watch in 2016
Jan 07,2016
Remember 1995? That was the year we put 'e' in front of everything to signify that it was being done 'electronically.' eBusiness, eCRM, and eProcurement were all the rage. Fast forward to 2016 and we've dropped the 'e' because doing things electronic...
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Make Some New Friends: Jimi Hendrix and Customer Experience Part 2
Dec 17,2015
Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966, Keith ran into the then-obscure Hendrix playing at the Cheetah club in New York.  "He was astonishing -th...
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Mortgage Lenders Imperative -Engage Millennials
Dec 16,2015
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 he paid for, making my monthly rent payment, or buying the latest Wall Street darling st...
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