Goodbye AHT – Hello Time to Intent
#Customer Engagement, #Digital Transformation
For years, Average Handle Time (AHT) has been the standard measure for how companies are doing in containing costs in…
Last Call for Digital Transformation
#Customer Acquisition, #Customer Engagement, #Digital Transformation
Don't put off until tomorrow what you can do today. The old adage might strike fear into the hearts of procrastinators…
Digital Transformation in 5 Simple Steps
#Digital Transformation, #Customer Acquisition, #Customer Engagement
Digital transformation is a term frequently tossed around in today’s digital marketplace, and for good reason. It…
Digital Transformation: What is it and why should you care?
#Digital Transformation
Digital transformation is one of the latest marketing buzzwords to inundate the business world, and, like a lot of…
Why Apple Business Chat will Succeed Where Others Haven’t
The recent announcement of Apple Business Chat, which will connect businesses with customers on iMessage, has major…
The Lyft in Banking Customer Experience
Uber, Lyft, and Airbnb are all the rage. Why? They are examples of companies that have utilized disruptive technologies…
Digital Mandate for Health Plans
Digital transformation has impacted a number of industries over the last several years and healthcare is at the…
The Road to Banking 2020 – Will you be a Winner, Bystander, or Road Kill?
Over the last decade there’s been a significant decline in branch banking. In the past four years, Bank of America,…
The Missing Puzzle Piece: The Digital Personal Banker
Over the last decade, banks in the Asia-Pacific (APAC) region have accounted for over 46 percent of global banking…
