Improving customer experience and reducing costs to serve at the same time sound contradictory objectives. Surely improving customer experience requires a larger investment in it? Yet in some instances, I believe it is possible to achieve both at the same time. Last year I wrote a couple of blog posts
Self-driving cars on our streets, Siri in our pockets, Alexa in the living room ... artificial intelligence and the machine-learning process behind it is already in use today. It is partly embedded in our everyday life, and partly still has a “wow” factor about it. For example, when we hear
A bank stress test is the analysis conducted under unfavorable economic scenarios designed to determine whether a bank has enough capital to withstand the impact of adverse developments. Especially in the years since the wake of the 2007-2008 financial crisis, it has been actively promoted by authorities and regulators as
For the third installment of this series I visited Marlies van Sonsbeek (CEO) and Andrew Hagens (Chief Innovation Officer) of Finaps in their beautiful office in the south of Amsterdam. Company Overview Finaps is a young innovative company founded at the end of 2010 by two former ABN-Amro colleagues. Not
If you have ever been to the tropics, you will know that when it rains, it really rains. Bucketloads of water can fall in a very short period of time. But in an equally short period of time, all the water (usually) simply drains away, thanks to advanced civil engineering.
For anyone engaged in analytical marketing, creating a 360-degree single customer view (SCV) is nudging the top of your ‘to do’ list. Why shouldn’t it be? Knowing a lot about your customers can never be a bad thing, surely? But is a holistic view really necessary? Before we go there,