My last post highlighted digital transformation and means to establish it. In the final post of this series, I analyze the call-to-action in implementing that vision The roadmap to achieve the targeted customer experience (CX) will differ for each firm, given its current state, infrastructure, organization, and priorities. One common element, however, will be its […]
David Willner
David Willner is a business-focused information technology executive in Perficient’s financial services practice. His specialty is in transformation and data strategy programs. Before Perficient, he served as a managing director at J.P. Morgan Chase, senior managing director and chief development officer at Bear Stearns, and chief information officer, corporate comptrollers, at AIG. When he is not improving our client’s operations, systems, and data, he can be found playing guitar in his blues/rock band.
Blogs from this Author
The Digital Transformation Vision in Financial Services
In my last post, I discussed the aspects of exemplary customer experience. In this post, I will highlight digital transformation and how to establish it. The first step in a digital transformation is the creation of a cohesive vision for customer experience. This cross-disciplinary plan should describe the view of the company from the customer’s […]
The Customer Experience in Financial Services
Previously, I discussed why financial services firms should focus on digital transformation. This blog will analyze the aspects of the customer experience. The customer experience (CX) is not the same as customer service. Customer service is just one aspect of CX. It refers to the component that provides direct interaction with the customer in the […]
Why Financial Services Firms Must Focus on Digital Transformation
Digital transformation can be confusing. If a company has all its books and records maintained by computers, isn’t it already digital? If it has a functional web presence and even conducts business transactions via an integrated B2B or B2C portal, doesn’t that qualify as digital? While these scenarios do, in fact, involve the digitization of […]
Customer Satisfaction in Financial Services with AI-Powered Search
Providing the ultimate customer satisfaction is the cornerstone of digital transformation. When a customer or potential customer searches your site, providing personalized content is a large factor in the quality of their engagement. In fact, it can make or break the customer experience – and your business. Forcing customers to wade through results and links […]
Cloud vs On-Premises Chatbot Implementation – Financial Services
My last post highlighted the benefits of implementing these bots to enhance customer experience. This post explores chatbot implementation on the cloud and on-premises. A number of chatbots are designed to operate expressly in a cloud environment. There are leading-edge products that can still be installed on-premises. If an organization’s operating platforms are in-house, having […]
Captive Financing Increases Customer Loyalty and Business Value
Previously, I highlighted customer relationships and generating income with captive financing. This post analyzes value creation and how to get started with captive financing in your business. Value Creation With manufacturer-provided financing, transactions can be closed that might have been otherwise delayed while customers sought third-party funding. With superior knowledge of the equipment and its […]
Increase Customer Loyalty and Business Value with Captive Financing
While countless companies specialize in financing equipment acquisitions for customers, there is a growing trend for manufacturers to provide such financial services themselves. Of all manufacturers who offer a captive financing option to their customers, 67% expect equipment financing will increase as a percentage of their manufacturer sales. There are numerous reasons for the growth […]
Data Aggregation and Artificial Intelligence in Financial Services
My last blog highlighted security audits and penetration testing. This final blog of the series discusses security data aggregation and artificial intelligence (AI) implementations in financial services. Should a breach occur, gathering log data from all critical security, network, and endpoint devices is key to a forensic investigation to determine how the firm’s defenses were […]
Security Audits and Penetration Testing in Financial Services
Previously, I discussed the cybercrimes of phishing and the signs it’s happening. This blog will highlight security audits and penetration testing. Given the ever-changing landscape of cybersecurity threats, coupled with the dynamic nature of new hardware and software deployments, it is imperative to perform security audits and penetration testing on a regular and frequent basis. […]
Phishing and Cybercrimes in Financial Services
My last blog discussed the benefits of data encryption and application programming. This blog dives into the cybercrimes of phishing and the signs it’s happening. Phishing is a cybercrime in which a target or targets are contacted by email, telephone, or text message by someone posing as a legitimate institution to lure individuals into providing […]
Data Encryption and Application Programming in Financial Services
Previously, I outlined the how and why of server and endpoint protection. This blog will discuss the benefits of data encryption and application programming. Data Encryption All of a firm’s data should be encrypted both at rest (stored on media) and in flight (in transit on the network). This provides the best protection from a […]