Consumers are demanding greater financial flexibility and experiences. 2013 was the first time in the history of banking where the numbers of transactions from on-line banking trumped the number of retail banking transactions by 6:1. The younger generation prefers on-line banking vs. retail banking, and the older generation is adopting technology faster than ever before.…

In the late 1980s and early 1990s, the call center market was booming and it was truly the only way to give consumers access to service at their convenience while providing a vehicle for companies to up-sell and cross-sell products.  Before the Internet of things that was a very effective vehicle and to some degree, it still is.…

While discussing the value of Big Data in helping to shape a customer-centric brand in my last Intel IT Center article,…

The Not So Distant Future

It’s Friday September 14, 2046, and you are at the airport getting an alert from your car that your 10,000 mile service is due, but something peculiar comes with your alert. It’s a question: your car asks you if you wish to have the service taken care of within the next 10 days, or after.

You respond “in the next 10 days.”

Your car’s smart system contacts the car dealer’s smart system and arranges everything, but first…