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 […]

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 […]

What are the business rules that companies are using for claims processing? This is a common question when it comes to performing analysis on claims data and is becoming increasingly important with regulations on billing transparency on the way. The logic used for claims processing is typically embedded in code and is not transparent to […]

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 […]

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 […]

In my previous post, DevSecOps and Release Coordination, I introduced the idea of four key players in the DevSecOps mediated release management process. The idea is to consolidate the validation and approval steps from a “gated” process, and shift the actual work of validation earlier in development. In this post, we will explore the role […]

The IBM Business Automation Content Analyzer, which is available as SaaS in IBM’s cloud, can now be deployed on-prem, or in your preferred cloud provider. Instructions to DIY can be found here. Or call Perficient, and we’ll help you plan and deploy it.     I’ve since deployed 19.0.3. Here is a quick demo video […]

My last blog outlines how banks are implementing digital transformation strategies. In this blog, I examine how digital transformation increases success, and highlight where work needs to be done. The Need to Stay Competitive Despite the tremendous investments in digital transformation made by the big banks, medium-sized and regional banks have remained competitive. They surprisingly […]

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 […]

Previously, I analyzed the current themes in banking according to executives. This blog outlines how banks are implementing digital transformation strategies. Digital transformation strategies for banks have, for years, centered attention and investment on frictionless service, personalization, customer journeys, user experience, lean transformation, organizational alignment, emerging business models, FinTech partnerships, and mobile. While this will […]

In my previous post on Cloud Resources – Policy and Practice, I referenced the “shared security model” adopted by all cloud providers. In this post, we will dive deeper into the differences and consequences of sharing the responsibility for securing computing resources, applications, data, and networks. Whether your organization is extending into cloud-based resources or […]

Previously I reviewed post-digital transformation in banking. This blog analyzes the current themes in banking according to executives. In recent years, five themes generally dominated (and rightly so) what bank executives paid attention to and invested in: 1. Generational Relevance The Millennial generation ushered in a different attitude regarding convenience, access, and responsiveness, and banks […]