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The main point of contact for many customers with their financial services provider is with customer service agents in a contact centre. The interactions they have with these agents play an important ...
Building Societies often boast great NPS scores, but how do they ensure they are really offering an exceptional customer experience? Customers and brokers expect more than just friendly service. To en...
In today's fast-paced era, the popularity of remote work has skyrocketed, especially within the IT sector. With the ever-evolving technology and shifting work dynamics, companies are transforming thei...
The starting point in the data driven economy is now becoming: Do not serve your customer! Serve her life events! And this is precisely what especially elderly people - less apt as hunting down data f...
As companies expand, it is almost inevitable that bureaucracy grows alongside them. The term "bureaucracy" typically carries a negative connotation, often associated with demotivated personn...
A certain research agency, one that runs big conferences and captures a ton of CIO mindshare, recently offered guidance on (analyst jargon speak ahead!) a decision framework for assessing and realizin...
As with the rest of the world the number of cash payments has been declining in Norway for many years, what is interesting is that for such a low cash use (currently less than 3% of all payments) ther...
It is crucial to keep in mind that we are in the age of technology. Therefore, choosing a conventional way of business approach and policies might not provide the success you are looking for. In order...
The three-plus year forbearance period on federal student loan payments brought on by the CARES Act ― passed by Congress in March 2020 in response to the COVID-19 pandemic ― has come to an end on Octo...
In an era defined by rapid technological advancement, the importance of teamwork and leadership has never been more crucial. As the world delves deeper into the realm of artificial intelligence (AI), ...
Almost every financial institution invests a lot of effort and money into improving customer experience (CX) in the banking service they provide. This is the main way to ensure a competitive advantage...
Last week, my colleague Marios penned an outstanding article in which he debunked the misconceptions surrounding software patenting. This week, I am addressing another misconception – the belief that ...