• Matt Leach - NTT DATA

    Posted 02/21/2017 by Matt Leach

    Even if you fall off the wagon sometime in February in your personal resolutions, you can get going on your goal of improving the customer experience — and maintain momentum — by demonstrating the progress you are making towards delighting your customer with tangible metrics and actionable insights.

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  • Brad Rucker - NTT DATA

    Posted 02/03/2017 by Brad Rucker

    I love a challenge. I remember back in North Idaho being challenged by a neighbor kid to see who could hold onto an electric fence the longest. I won. In one sense of the word.

    So I have some experience in the area of naïve courage. For example, I have quite a bit of sympathy for Bill Condon. Mr. Condon is directing the live-action remake of Beauty and the Beast, scheduled to be released in mid-March. You want to talk about guts? How about remaking the first animated picture to be nominated for Best Picture in 1992? Think about this challenge. If you change anything from the original, the fans of the first release will feast on your metaphorical bones in online forums. If you change nothing from the original, people will complain that all you did was re-film the cartoon. As I said, Mr. Condon is a brave man.

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  • Mahesh Alampalli - NTT DATA

    Posted 01/25/2017 by Mahesh Alampalli

    During a recent dinner conversation, a friend made an interesting point about Google spending millions of dollars to deploy hundreds of thousands of servers running sophisticated algorithms to track user behavior and to deduce their likes and dislikes. Someone asked how any other company even begin to compete. Who could outspend Google to build a competing platform with such deep behavioral analytics to glean insight about their users? Then along came Facebook. It didn’t try to outdo Google on analytics (why bother with all that background analysis and inferences?). Instead, it asked the users themselves. Through a brilliantly simple “Like” button, users happily started letting Facebook know about their likes and dislikes.

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  • Sam Maule - NTT DATA

    Posted 01/12/2017 by Sam Maule

    A few weeks ago, I moderated a panel at the Money20/20 conference in Las Vegas. Amidst the many discussions and speaker sessions on the future of digital money, our panel addressed a very specific and burning issue, not only in financial services but across every industry and aspect of our lives: opportunities for women. In our case, opportunities for women to do their own financial planning, investing and management. “Designing FinTech for Women: Engaging with Financial Decision Makers Globally” assembled a cadre of fintech innovators to discuss the market demand and unique requirements for identifying, designing, educating and engaging with women financial decision makers globally.

     

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  • Vivek Mehra  - NTT DATA

    Posted 01/05/2017 by Vivek Mehra

    January is generally a good time to look back at the year that was and the lessons learned. This year, there are some important notes for large, global enterprises, especially those looking to become more digital.

    Although there were some enterprises that reaped early digital rewards, a huge number floundered in the face of overwhelming technology advancements and the march of the startups. From that, I see two main lessons. First, do no harm—keep your operations running as they are until you know what exactly you need to disrupt. Second, disruption is here to stay—come to grips with the fact that you will need to disrupt something in your business to stay relevant. That includes processes, technologies, human capital, and even your business model.

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  • Mahesh Alampalli - NTT DATA

    Posted 12/15/2016 by Mahesh Alampalli

    Not far from India’s silicon valley lies a medieval citadel known as Golconda (Shepherd’s Hill). It’s located in a region known for famous diamonds, including the Koh-i-noor and Hope Diamond. A lesser known wonder of this place is the stunning acoustics of the hilltop fort made of rocks and mud. Someone clapping inside a dome portico at the foothill entrance can be heard in the pavilion more than a kilometer away at the top of the hill.

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  • Lisa Woodley - NTT DATA

    Posted 12/01/2016 by Lisa Woodley

    In my last post, I discussed the importance of authenticity in how you relate to your customers. I noted that authenticity isn’t about trite brand messaging. It’s about you and your customers understanding the truth of each other and agreeing to relate to each other from that point of truth. As the integral link between you and your customers, your CRM system has the power to make or break your authenticity. And the truth is, CRM fails are everywhere—lurking behind every disconnected experience and missed opportunity.

    Why? Surprisingly, the answer isn’t in the technology. It’s in how the technology is implemented and used. Here are the five most common mistakes I’ve seen in CRM implementations and how to avoid them.

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  • Mahesh Alampalli - NTT DATA

    Posted 11/29/2016 by Mahesh Alampalli

    Imagine a bank customer, Maggie, planning and researching to buy her first home. On a fine Saturday morning, while exploring new biking trails with her friends, she passes through a neighborhood she really likes. She quickly asks her phone mounted on the bike, “Hey Bank, can I afford this neighborhood?” The Bank App replies, “Sure Maggie, increase your budget by $80k…” and then sends a detailed note on the suitability of that neighborhood based on factors such as schools, crime, walk score, taxes and weather.

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  • Matt Leach - NTT DATA

    Posted 11/21/2016 by Matt Leach

    Alright. Confession time. I actually like air travel.

    Despite the long lines, cramped seats, and terrible food (if there is food at all), I enjoy flying. Here’s why: at 30,000 feet, I can disconnect. A flight provides the solitary time to focus on that new idea, client presentation or whatever else I cannot get done on the ground. It provides a space for deep think (if I don’t purchase the WiFi).

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  • Lisa Woodley - NTT DATA

    Posted 11/15/2016 by Lisa Woodley

    If you’ve read my previous posts, you know I define myself as a digital humanist. I am fascinated by the potential for technology to connect humans and improve how they live and work. So it should come as no surprise that as technologies like Salesforce advance, and companies like mine find new and innovative ways to incorporate big data and artificial intelligence into the systems we build, I become more excited by the implications this technology has for human interaction.

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