“Back in 2019, Porter and Thomas decided that the primary focus of the bank’s analytics and AI activity should be customers — hence the “customer insights, data, and analytics” label. Thomas, Lee, and their colleagues felt that improving processes and making better decisions within the bank was the best way to catch up to and…
Month: January 2022
For AI to Pay Off, Financial Institutions Must Avoid ‘Shiny Object Syndrome’
“Artificial intelligence is not just a fad, but implementing it wastes time and money if financial institutions don’t clearly identify what specific problem AI will help them solve. Define what’s wrong first, and then decide if applying this hot technology will really help. Organizations must be careful not to fall in love with a solution…
CMOs: 5 Key CX Trends To Harness In 2022
“Trend 1 –Avoid ‘Digital inconvenience’ ‘Customer experience is like an unfinished piece of art. You’re continuously working on creating perfect convenience, but the reality is it will never truly be finished. actively seek out dissatisfied buyers to try to better understand them, learn from any mistakes and invest in making their experience better.” Trend 2…