Advanced analytics: Solving your customer experience business needs
“By observing conversations on Facebook, Twitter, and LinkedIn, we understand what the actual needs of customers are, the problems they face, and use the same data to identify opportunities.” – Steven...
View ArticleMining the CFPB’s complaint database to improve customer experience in home...
The “Age of the Customer” has arrived, and with it has come an enormous amount of positive and negative consumer feedback. To increase retention and build stronger customer relationships, many mortgage...
View ArticlePredictive analytics is the new business intelligence
Business intelligence has always been a vital component in effective decision-making –but it’s now substantially smarter thanks to predictive analytics. Traditionally, to help solve business problems,...
View ArticleTop 5 ways to increase business value using unstructured data
Co-author: Corrine Evanoff Looking for the key to your business future? Data science is unlocking significant opportunitiesto gain value from volumes of unstructured customer data. What does that mean...
View ArticleThe 2013 GonzoBanker Awards
Time for us to toast the mighty, recognize the innovators, skewer those who have rambled off the path of righteousness, and poke a little fun at all of the above.
View ArticleFinancial services: Mobile banking should top your strategic agenda in 2014
It’s a new year in the “Age of the Customer,” and the financial industry is seeing increasing consumer demand for digital banking experiences. With an eye on top retail banking trends for 2014, it’s a...
View ArticleLenders, know thy customer
Consumer complaints about financial institutions are never all that surprising. When it comes to money—purchasing, saving and borrowing—many people are sensitive, protective, and cautious, especially...
View ArticleGetting Real with Customer Experience
If we understand the realities of what customers expect and what we can influence, we can and will be more relevant to our customers, and they will spread the word.
View ArticleUsing advanced analytics to know your customer and drive business
As social media adoption among consumers continues to accelerate, 2013 saw many financial institutions expand their use of social platforms such as Facebook and Twitter. While social media provides...
View ArticleIt’s Time to Uncork Commercial Relationship Revenue
If bank executives continue to allow the dance of the uniformed, niche players are certain to gain share.
View ArticleGetting data science on your executive agenda
In today’s business world with big talk about Big Data, more and more companies are looking into data science and advanced analytics to improve customer relationships, increase marketing impact, and...
View ArticleWhat Would Jeff and Steve Say?
When you are dealing with increasingly tech-savvy clients who live and breathe on the web and social media, the experience you give them will be your brand.
View Article3 Key Strategies for Transforming Negative Sentiment into Positive Customer...
To compete effectively in the Age of the Customer —a 20-year business cycle in which consumers have unprecedented real-time access to information and social sharing— it’s time for a new playbook. By...
View ArticleAttaining the Elusive Phase 2
The best way for a financial institution to improve user satisfaction on any system – including core – is to change it. Period.
View ArticleBlowing Up the Useless Senior Management Meeting
Today, bank executives are many levels of abstraction away from what is actually happening with customers, and it’s slowing down progress on how to really compete with a service-focused strategy.
View ArticleContent Marketing = Content plus Strategy
Educating your customers about your industry, and then positioning yourself as a thought leader within it, is the goal of a good content marketing program. It’s an effective tactic, especially as...
View ArticleBeyond the Arc making a name for itself
In our work helping companies with customer experience strategy, data science, and communications, we at Beyond the Arc are really more behind-the-scenes types. Yet sometimes our work comes front and...
View ArticleExecute the Lip Service Out of Your Digital Transformation
Unless and until our technology and processes support us as a digital business, we're just paying lip service to the concept of information as the new currency.
View ArticleLack of an M&A Strategy May Leave You Dateless at the Prom
At the end of the day, you have two choices: rely on a decades-old organic growth strategy or get in the game with a carefully defined M&A strategy.
View ArticleDo We Need Better System Integration or Fewer Systems to Integrate?
Our customers' yardstick for rating their banking experience is Apple, Amazon and other non-bank players. We have a lot of work to do on the delivery front.
View ArticleU.S. Bank’s Dominic Venturo to speak at Bank Innovation Build 2019
Dominic Venturo, executive vice president and chief innovation officer at U.S. Bank, will participate in a fireside chat at Bank Innovation Build 2019
View ArticleHow to … Create an automation center of excellence
Automation Center of Excellence: A clearinghouse for best practices in an organization’s automation journey. It can include members of business, IT and project managers who oversee automation projects...
View Article5 best practices for extracting value from bots
The cost for a robotic processing automation (RPA) bot averages between $5,000 to $15,000, according to an oft-cited industry number. Bots can cost much more, however. In fact, when Wells Fargo started...
View Article3 best practices for automated small business lenders
With an estimated market value of $10.7 billion, the automated lending wave is not expected to crest anytime soon. Market value is expected to increase nearly 100% to $20.5 billion by 2026 on the back...
View ArticleIdeation, experimentation are best practices for BaaS success
Banking as a service (BaaS) now represents a $7 trillion market opportunity, and financial executives are quickly moving toward offering their own services. Core provider Finastra last month published...
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