The TCS New York City Marathon: A Living Lab for the Ever-Changing Consumer...
Being the title sponsor of the TCS New York City Marathon is more than a chance to boost TCS’ presence in a key market. It’s a unique opportunity for us to understand how new technologies can help...
View ArticleBrick and Mortar Stores Are Not Going Out of Fashion Any Time Soon
With all the talk about online shopping and news of stores closing, it can appear that brick and mortar stores are doomed. Research, however, shows that people like both for different reasons and 71%...
View ArticleFabletics – Exercising data driven customer insights for an ultimate experience
The rise of multichannel retailing has made delivering a positive and consistent customer experience across all channels essential. Companies usually focus only on touch points, a single interaction or...
View ArticleClik here to view.
Data Protection and Security – Now a Must Have for Telcos!
Of late, with the new EU General Data Protection Regulation (GDPR), data protection is no longer a luxury for telecom operators. The GDPR is designed to enable and ensure better control and privacy of...
View ArticleClik here to view.
How Cloud Computing Helps Retail Banks Deepen Customer Engagement
Most retail banks are aboard the cloud train, enjoying the collaboration, uptime, scalability and automation this computing model brings. But what many banks are missing is that the cloud can actually...
View ArticleClik here to view.
The Need for Digitization in Telecommunications
It’s ironic how the telecommunications industry has played a pivotal role in the digital transformation of other sectors including retail, financial services, healthcare and more, but is lagging in...
View ArticleClik here to view.
Co-creation –Tapping into your Customers Insights
In today’s sharing economy, the lines between creators and consumers are blurring. Roles are shifting as customers play more active roles in the actual creation of content, data, and products. Open...
View ArticleClik here to view.
Delivering Products and Services that Make Consumers Lives Easier and Safer
In the emerging digital age, consumers are more empowered and connected than ever before—to products and services via their computers, tablets and smartphones; each other via social networks; and to...
View ArticleClik here to view.
Beyond Features and Benefits- Building Emotional Connection with Customers
Most organizations focus on the selling their products and services by focusing on features and benefits, which appeals to consumers intellectual reasons to buy. The problem with this approach is that,...
View ArticleClik here to view.
Banking of Things
The Internet of Things has arrived in a big way and banks are now designing new products and services to make their customers lives easier, safer and even healthier. See: US Bank video. The video...
View ArticleBuild a Bank: The Bank That Millennials Built
Many large, traditional banks have innovation labs and incubators for Fintech startups. Even the idea of crowd-sourcing product ideas is not entirely new. Yet, attracting millennial customers continues...
View ArticleClik here to view.
Delivering Frictionless Customer Experiences
A few days ago, I received a $10 birthday discount coupon from a shoe store I frequent. The coupon was applicable on any business day of my birthday month. However, later during the month realized I...
View ArticleClik here to view.
Creating ecosystems to deliver value and delight
I am a recent convert to Uber and based on the great customer experience I have received to date, it looks like this is going to be a long-term relationship. On July 24, I received an email from Uber...
View ArticleClik here to view.
Implications and Impact of the Digitally Connected Customer Journey
What happens when people carry supercomputers in their pockets? They come to know their power in the world. They expect to find any product they need, at a moment’s notice. They expect to find any...
View ArticleClik here to view.
Banks and Telco Convergence: Giving People More Choice and Control
Collaboration between banks and telcos is not a new topic. A 2001 article in Strategy+Business, Why Banks and Telecoms Must Merge to Surge, talks about the convergence of bank and telecom alliances...
View ArticleClik here to view.
Priority Seating in Banking
It is well understood that attracting new customers is much more costly than retaining existing customers. In fact, many studies show the cost of attracting new customers is up to 5 or 6 times more...
View ArticleClik here to view.
Owning the Customer Journey
In the last five years, it has become abundantly clear that the question of digital transformation is not one of if we should prepare for its affects, but instead how should we prepare? And more...
View ArticleAttributes of the Connected Customer Experience Journey and the Need for Change
The new, digitally connected customer experience journey and its impact on enterprises is a topic that is being widely discussed across multiple channels and industries. While many different points of...
View ArticleClik here to view.
The Stories People Tell
The Baby Blanket Story I once worked for a CEO who was naturally curious and interested in her customers—both internal and external. She had a genuine desire to serve her employees and clients well,...
View ArticleClik here to view.
Four Questions for Retail Bankers
The retail banks we talk with are all facing the same digital imperative: become a customer-centric enterprise as quickly as possible, or risk losing customers to new, more innovative competitors....
View ArticleOwning the Customer Journey – Delivering continuous value to customers in a...
In my previous blog, ‘Disrupt or be disrupted- What will you choose?’, I talked about how digitization has lowered entry barriers and introduced new competitors to many industries. I cited examples of...
View ArticleOwning the Customer Journey — Imperatives for Success
In my previous blog, Owning the Customer Journey—Delivering Continuous Value to Customers in Boundaryless World, I explored how companies must ‘own the customer journey’ to be competitive in the...
View ArticleFive Steps for Creating More Value for your Digitally Empowered Customers
This is the fourth and final blog in the customer journey blog series I have been writing. The first blog, Disrupt or be disrupted, talked about the need for organizations to focus their business...
View ArticlePersonalization of Customer Journey – Making Each ‘Micro-Moment’ Count
Marketing personalization has come a long way from using a prospect’s or customer’s name in a direct mail or e-mail subject line. Today’s sophisticated buyers appreciate personalized experiences as...
View ArticleNow, It’s Personal: A New Way Of Thinking About Personalized Banking
What does personalization mean when you’re a bank? From the bank’s point of view, personalized banking means micro-segmenting customers so you can know which ones to serve up specific offers or...
View ArticleDelivering superior customer experience is not a cakewalk, but a well-rounded...
The inspiration for this blog post came from a chance encounter with a veteran in the consulting industry. She mentioned, “The customer’s perception is your reality, and you live and breathe to make...
View ArticleOnline Retailers Venture into the Brick-and-Mortar World
Have you ever wanted to buy that piece of jewelry or, that funky pair of pants online, only to stop short of thinking “How big the shining piece is actually going to be?”, or “Is that the real shade of...
View ArticleThe only thing constant is change: The need for an agile customer and...
Technology is becoming so infused in our everyday lives that we hardly realize it’s there. Our homes, cars, clothes, devices have embedded sensors that automatically adjust thermostats, drive us where...
View ArticleThe Most Important Thing Retailers Sell: Relevant, Differentiated Experiences
Experiences, both online and in-store, are becoming the most important thing retailers sell. As physical and digital experiences converge, they shape and inform each other in new and exciting ways....
View ArticleClik here to view.
How will the New Starbucks Rewards Program Impact their Brand?
Starbucks is known for their strong customer-brand connection. With a strong mission statement: To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time, and the...
View ArticleMillennials and the Importance of Being Earnest
Millennials, born from 1977-1995, make up 25% of the population in the U.S. with 80 million members and more than $200 billion in annual buying power. [Source: Barkely Millennial Research] It’s no...
View ArticleHow IoT is Changing the Way We Live
Since the beginning of time, we have strived for ways to make life easier. Whether it’s the wheel, the light bulb, the printing press, computers, Smartphones, or a host of other advancements, the...
View ArticleWhy all enterprises need to be Customer Journey Driven
Every successful enterprise must invest in people, strategies and technologies that engender deep, loyal customer relationships. Organizations large and small thrive on this kind of customer...
View ArticleReinventing the Shopping Experience
One of my favorite jokes by late comedian Mitch Hedberg goes something like this: Someone handed me a picture and said, “This is a picture of me when I was younger.” Every picture of you is when you...
View ArticleAre you ‘owning’ or ‘reacting to’ the evolving customer journey
Join us at the upcoming Knowledge @ Wharton 3rd Annual Retail & Consumer Packaged Goods Executive Summit, Convene Midtown, New York, May 10-11, 2016, to hear more about how you embrace new...
View ArticleDo you see the world through the eyes of customers
“Seeing the world through the eyes of others gives you a competitive advantage because so few businesses have a disciplined method for doing so.” Brian Solis, Principal Analyst at Altimeter In today’s...
View ArticleClik here to view.
Leveraging Technology to Serve People’s Needs in Innovative Ways
The pace of technology and the amount of data generated is changing at rates that are impossible to fathom. Have you ever watched ‘Google Search Statistics’ to see the number of searches every second?...
View ArticleCharting a Path to Successful Digital Transformation in Banking
The status quo in retail banking is under attack by digital. New business models, new competitors and unexpected partnerships are emerging on an almost daily basis. Digitally empowered consumers have...
View ArticleHow customer-centric banking operations can build enduring customer...
To be successful in the age of the empowered customer, retail banks must find new ways to build enduring customer relationships. They must cultivate a comprehensive 360° understanding of their...
View ArticleFour Ground Rules to Successfully Breaking Down Data Silos
Data across the enterprise are typically stored in the silos of different business divisions. Data is often further segmented by services, products, and functions. These data silos make it impossible...
View ArticleDelivering Experiences that Keep Customers Engaged
Creating unique and relevant customer experiences across your customers’ end to end journeys is one of the best ways to achieve durable competitive advantage and sustainable growth. Digitally savvy...
View ArticleAre you catering to digital banking needs of boomers and seniors
I do a fair amount of research into trends in retail banking, and it’s almost impossible to find an article that doesn’t focus on the importance of attracting and retaining millennials. Now, don’t get...
View ArticleHow to deliver experiences that build deeper customer loyalty
Digital technologies make it possible for companies to engage with customers whenever they choose. Location-based service (LBS) platforms, POS systems, iBeacons, mobile, wi-fi, Bluetooth, CRM...
View ArticleHow can retail banks capitalize on the Pokémon Go phenomenon
Pokémon Go, an augmented reality app that started out as an April Fool’s joke a few years ago on Google Maps, has turned into the biggest game in US history. With nearly 95 million participants, it...
View ArticleHow one bad customer experience almost destroyed my relationship with my...
As Warren Buffett said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” It only takes the improper actions of one...
View ArticleHow an investment in customer intelligence could have yielded great gains for...
In a conversation I had with friends over the weekend, they mentioned that their son had just moved his bank account over to his new wife’s bank. For many, that may be as far as this conversation would...
View ArticleA Personalized Humane Customer Experience – Delivered to you by Bots
The age of the connected consumer has arrived. The world population that owns a mobile device today, is five billion, and more than three billion can instantly connect with anyone in the world through...
View ArticleClik here to view.
Branding and Marketing’s Role in the Success of Retail Banks
Enriched customer profiling yields more accurately targeted offers leading to improvement in uptake rate and campaign effectiveness producing increased revenues. Big data analytics are increasingly...
View ArticleClik here to view.
The View from the Top of FinTech is Clear: Banks Must Speed Up Digital...
by Seeta Hariharan, GM and Group Head, TCS Digital Software & Solutions Group For more than a decade, Wall Street and the rest of the financial services industry looks forward to IDC’s annual...
View ArticleClik here to view.
Empowered Citizens Expect Better Outcomes – How Smart Cities Must Respond
We’re living in a world of constant connections where customers, consumers and citizens have access to information, products, services and experiences anytime, anywhere. The result is that they are...
View Article
![vaultboy – ARE YOU EVER COMING BACK? [iTunes Plus M4A]](http://is1-ssl.mzstatic.com/image/thumb/Music221/v4/91/18/0e/91180e72-61ab-e1e7-2a35-dd2542b571ce/612891119237.jpg/296x296bb.webp)
