How Mid-Sized Banks Can Compete in the Rapidly-Evolving Payments Industry

How Mid-Sized Banks Can Compete in the Rapidly-Evolving Payments Industry

As anyone who spends money knows, the way we pay for goods and services is shifting rapidly – many consumers are overwhelmed by the variety of options coming from financial institutions, merchants, fintechs, and even smartphone providers. To capture this lucrative market, the payments industry keeps sweetening the pot for consumers, and what were groundbreaking perks and features just two to...

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The Unsexy Side of Fintech

The Unsexy Side of Fintech

Fintech usually has a sexy connotation associated with it, so last week when I was in New York speaking at Bank Director’s FinXTech conference, I enjoyed the irony of being on a panel to discuss “The Unsexy Side of Fintech.” The conference primarily focused on discussing the impact of Fintech on the Financial Services industry, the current state of innovation, and what’s...

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Should CX Be Regulated?

Should CX Be Regulated?

As the 24/7 news cycle turns away from the recent United Airlines issue everyone is probably sick of discussing, a new topic is beginning to permeate the back-page headlines. The regulation of customer service in the airline industry. Regulation of customer experience is nothing new to highly regulated industries, just ask anyone in Energy and Utilities.…

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What Does A Successful Salesforce Go Live Look Like?

What Does A Successful Salesforce Go Live Look Like?

After recently guiding a client through going live on Salesforce, I wanted to share a few tips in this third and final installation on my blog series for successful Salesforce adoption (click here for the first post and here for the second). I worked with my colleague, Matthew Savage, on capturing these bits of wisdom based on our recent work together for a financial company, as well as a...

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Under a New Administration, Payers Must Operationalize for Change

Under a New Administration, Payers Must Operationalize for Change

Current State In March 2017, the Trump Administration proposed The American Health Care Act to repeal and replace the Affordable Care Act (ACA) and give Americans access to ‘truly affordable, quality health coverage.’ The proposed legislation was ultimately not presented for House vote, however, the Trump Administration remains committed to repealing the ACA and working with bipartisan...

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Why CX and OCM Make Such Good Partners

Why CX and OCM Make Such Good Partners

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice. Having worked side by side on projects together we have seen firsthand that CX and OCM make a great pair in not only delivering on our customer’s expectations, but...

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United Airline’s Multi-Million Dollar Decision

United Airline’s Multi-Million Dollar Decision

You can’t fly through life without encountering decisions. Perhaps you entered a grocery store and must decide between: Buying regular apples Buying organic apples Perhaps you unexpectedly need to transport crew members on an already-full flight to Louisville and must decide between: Incentivizing passengers to voluntarily give up their seats by offering compensation Cancelling another...

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Post Go Live Tips for Salesforce to Help Your Team Embrace Change

Post Go Live Tips for Salesforce to Help Your Team Embrace Change

In my last blog on managing change related to Salesforce, I discussed the need for organizational change management skills to support the successful adoption of Salesforce. I recently had the opportunity to work with one of our leaders in Customer Experience who focuses on Salesforce and implementing CRM technology. Together, Mallory Loe and I worked with a client that was implementing...

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Are Apple’s ResearchKit and CareKit ready for the Big Leagues?

Are Apple’s ResearchKit and CareKit ready for the Big Leagues?

Apple created a new series of healthcare application development frameworks in early 2016. The new open-source frameworks, CareKit and ResearchKit, provide a standard platform that enables developers to build medically-focused research and care apps with built-in features related to end-to-end data encryption, privacy, and standardized data sharing. CareKit allows users to track their...

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