If you haven’t yet noticed, the Intelligent Swarming methodology* is catching on. The best evidence we have of this trend is the slow but steady adoption of collaborative, single-tier customer…
In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…
If you can count on one thing, it’s that customer service will only become more important for banking and financial services organizations. For growth-oriented companies, at least. Research from Salesforce…
It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
By now, you’ve heard about the Great Resignation. Employees are flocking to greener pastures, and Banking & Finance is no exception. In fact, it has one of the highest turnover…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
Retail executives have work to do if they want to take a bigger bite of the digital apple. Your traditional strategies for eCommerce success will no longer cut it in…
The conversation about knowledge management has never been more rigorous. Though it has been a while since the Borg of Star Trek fame introduced many of us to the notion…
Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
If an enterprise is going to turn my website visit into a purchase—a subscription, sign-up, form-fill, what have you—they’ll need to woo me some. Sure, they can entice me with…
