In the last six months we have seen significant emergence and focus on personalization projects within the large enterprise. Today most of retail and banking industries, as well as other B-to-C industries such as hospitality and travel, are either deploying or planning to deploy funds towards initiatives on personalization. However, personalization as a concept is […]
The buzz at the 2018 Financial Brand Forum this week was all about adopting machine learning and artificial intelligence technologies to better understand customers and personalize their experience. The event kicked off with an excellent and entertaining keynote from Guy Kawasaki in which he detailed the 11 things he learned working for Steve Jobs. And […]
Let’s say Sam, a Bank of Someplace customer, has his heart set on Tesla, model 3. He is currently shopping for auto loans to bring his dream car home. He goes on his bank’s website to look up interest rates, but does not start a loan application. Obviously, he is still shopping around. Next day, […]
Retailers have now universally accepted that connecting their online and offline customer journeys with real-time, personalized engagement will be critical for competing with aggressive threats from online leaders such as Amazon. As this acceptance has taken shape, a further realization is that such capabilities will require significant investments in customer experience technology. In particular, Gartner […]
It’s no secret that the banking industry has been on the path to digital transformation for the past few years, with the impetus to transform coming from multiple factors. There are the tech savvy millennial customers and their evolved expectations of instant outcomes for any service they engage with. Then there is the growing competition […]
I attended Shoptalk last week in Vegas! It has only been 3 years since Shoptalk started, yet we saw close to 10,000 people come together with what I would call a singular focus around the transformation of the brick and mortar shopping experience using technology. Central to this transformation theme was how the incumbents, i.e. […]
