Customer Experience – Small and Big Wins
Customer Experience defines the engagement model for any business – not sure why this thought entered my mind, as I was at a Drive-in ATM. As I collected the cash and was seeking a receipt, the ATM had a feature offering to send the receipt by email. Very convenient and just in the nick of time – I clicked the email receipt request and was on my way. A month … Continue reading “Customer Experience – Small and Big Wins”
Extend Product as a Platform with Purpose
In the recent past, we have observed that the Banks are in a dilemma whether to procure products from a product vendor or get a platform vendor to build features based on their requirements. If this debate had happened a decade ago, probably the Product strategy would have won hands down as the platform vendor would have just provided an API or SDK whereas the product vendor would have provided … Continue reading “Extend Product as a Platform with Purpose”
Customer Journey is the new X-Factor….
This thought has been cooking in our minds for a while though, not quite as crisply stated as above. From a word cloud standpoint in this space – user experience, customer experience, look and feel, unified experience, Omni channel capabilities have occupied mind share over the past couple of years. While they are representative of the needs of the market, they miss a clear sense of purpose. It … Continue reading “Customer Journey is the new X-Factor….”
The Spy Who Lives with Me
You: – “Alexa, what is my account balance?” Alexa: – “Your account balance today is 75,500 Dollars!” The above might have sounded imaginary or bit fantastic last year, but it has become a reality today in many US homes!! CapitalOne was the first bank to enable voice banking in Alexa. AMEX is next and others are queuing up. Echo (Alexa) from Amazon is probably the most important invention, since mankind invented the wheel (and of … Continue reading “The Spy Who Lives with Me”