Aggregated enterprise architecture wisdom
If you’re in any kind of business, you’ll know who your clients are: you deal with them every day. And serving their needs will no doubt take up much of your attention, too. And you, or someone in your organisation,…
CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensur…
CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensur…
In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why the companies that attract, win and retain customers focus on delivering the tenets of great e…
The promise of artificial intelligence (AI) has permeated across the enterprise giving hopes of amping up automation, enriching insights, streamlining processes, augmenting workers, and in many ways making our lives as consumers, employees, and custome…
[this blog post was co-authored by Michael Chirokas] A year ago, Forrester published a report that listed Eleven Mobile Features That More Banks Should Offer. Unsurprisingly, our ongoing research continues to uncover new mobile services that belong on banks’ road maps. Recently, we came across another feature that several startups offer but that we haven’t seen […]
Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time – like web and phone – if it makes sense to do so. We know that customers use self service as a first point […]
AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now. AI today is still in its infancy; AI applications span discrete capabilities, all of which are […]
Well, this turned out to be very much a different post than what I’d first thought. Last Thursday, CIO published an article titled “Your Pebble smartwatch will live on when Pebble’s servers shut down” that had good news for owners of the Pebble smartwatch: But now that Pebble has been acquired by Fitbit and is […]
My last post, “Defense Against the Dark Art of Disruption”, went into some detail about notable failures in customer-experience for 2016. This week, however, I ran across a counter-example (h/t to Tim Worstall) showing that a little social media awareness and a customer-centric culture can make magic: A baby products company is launching a special […]
My first post for 2016 was titled “Is 2016 the Year for Customer-Focused IT?”. The closing line was “If 2016 isn’t the year for customer-focused IT, I wonder just what kind of year it will be for IT?”. I am so sorry for jinxing so many things for so many people.🙂 So far, the year […]
On May 15th, my house will stop working. My landscape lighting will stop turning on and off, my security lights will stop reacting to motion, and my home made vacation burglar deterrent will stop working. This is a conscious intentional decision by Google/Nest. To be clear, they are not simply ceasing to support the product, […]