Resources

Meet the Dawn of Ambient Intelligence

Ambient intelligence allows technology to be hidden away, continually listening to customers and anticipating what they need.

Preparing for the Empowered Customer

Customers today have gargantuan expectations for receiving great experiences. And they will only grow as new types of experiences surface and technology becomes more advanced.

Innovation Labs Emphasize the Evolution of Engagement

By creating a safe space for collaboration and exploration, organizations have the opportunity to empower employees and adapt to the consumer’s changing needs.

Four Ways to Speak the CFO’s Language

If your company is not measuring these attributes in relation to your customer experience program, you’re missing an opportunity to make the revenue connection and speak the CFO’s language.

A Realistic Vision of the Customer Future

Futurists, customer engagement experts, and company practitioners square off with their predictions of the 2020 customer experience.

First Direct: The Unexpected Bank

With so much bad press, financial institutions have to work hard to achieve and retain customer trust. Tracy Garrad, head of British bank First Direct, fights back by putting customers first.

Personal Clouds Are Rolling In

Cloud computing is expanding to individuals, giving them control in business relationships.

A Personal Assistant for Everyone

Outlook Editor's Note: Predictive search tools help make sense of all the data out there to proactively improve individual experiences.

Customer Experience in Retail Banking: The Bank's Perspective

Akbank and BNP Paribas made improvements to the customer experience, which in turn made significant improvements to their bottom line.

Customer Centricity Accelerates Among Global Banks

Research from Peppers & Rogers Group and Efma assesses the business impact of customer centricity in retail banks.