Creating the Happiest (and Most Profitable) Customers with your Big Data Strategies!

Posted on October 19, 2017 at 3:00 PM by Mike Horrocks

Earlier this week I participated in American Banker’s BankAI 2017 conference, learning and sharing insights with some of the brightest minds on how data, analytics and bankbots will change banking. It was exciting to see all the different use cases ranging from Bank of America’s digital assistant Erica to probably a few too many chatbot demos showing how to get your routing number. However, the coolest example of using data to enhance the customer experience and increase the total customer value actually took place a week earlier while I was traveling with my family at the original “Mickey Mouse operation” – Disneyland®. Stay with me on this concept, and it will change how you look at customer engagement…

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The Profitability Analytics Culture

Posted on September 28, 2017 at 2:00 PM by James McHale

Two cultures guided the financial services industry up to the early 21st century. The first was the Banking Hours culture and it defined financial services from the 1930s to the early 1980s. Competition drove the management decisions, leading everyone to follow the market leaders.

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Who is Minding the Customer Expectation Gap?

Posted on September 22, 2017 at 1:00 PM by Chris Braccia

The customer expectation gap is nothing new.  Simply put, the gap is the difference between what a customer expects from an interaction and what they actually receive.  Expectations are subjective and based on many things like: past experience, family, lifestyle, personality, demographics, life stages, behaviors and more. So, no two consumer expectations are the same.

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