12 questions to help you assess how well you're managing your digital sales channel
The intersection of business and technology.
Written by Charles Allen who lives and works in Hong Kong.
Until recently, Machine Learning was in the domain of Computer Scientists and ML Specialists. It's not today. It's now in the domain of Engineering and companies should be seeking-out opportunities everywhere to take advantage of it.
We often hear that 'banking is boring'. But something strange is happening with consumers: they're engaging more frequently than ever before with their banks. What's going on?
Most of the rationale for moving to the cloud is based on a cost argument: moving will save you money. My experience is that the primary benefits are often 'non-functional' like faster cycle times and a strong bias towards best-practice technical architecture.
How should banks view Mobile - as a new channel like branches, or as the defining experience of the bank?
When segmenting your customer base and deciding who to target it can be tempting to focus on least engaged customers as the opportunity seems biggest. A better starting place - in my experience - is to start with the most engaged customers.
Customer loyalty campaigns abound: providing special offers and recognition to reward loyalty is an important part of the marketing toolkit. Figuring out whether a campaign is effective or not can be complicated - and a phenomenon I call 'survival of the most engaged' can often hide what's really going on.
One of the hardest tasks for any brand is keeping a strong relationship with their customers. How do great companies do this and what are some of the pitfalls to avoid?