AI key to unlocking ‘more-human customer experience’ in Banking:

It sounds counter- intuitive. Using artificial intelligence to generate a more human customer experience in banking.

But according to Accenture and their recent report, ‘Accenture Banking Technology Vision 2017’, bankers believe AI will “revolutionise the way they gather information and interact with customers”.

Alan McIntyre, a senior managing director at Accenture and head of the company’s banking practice said, “Consumers’ diverse needs and priorities are forcing financial services firms to redefine how they interact with them to determine the best products and services to meet individuals’ needs

Read all: AI key to unlocking ‘more-human customer experience’ in Banking: Accenture – Which-50


Business #Design is the #Strategic Link

Design Thinking is a Useful Tool, but the Critical Organizational Perspective is Business Design

Design thinking is all the rage today as business leaders seek to leverage an important contemporary approach to analysis and design. Introduced in product and service development, the user-centric orientation of design thinking is highly valuable in developing an understanding of user contexts, pain points, and previously unidentified work practices.

The user’s journey through an experience is also very useful.

However, in addition to its product/service orientation, design thinking tends to live “downstream” in the organizational value hierarchy.

More fundamental enabling business elements, such as organizational capabilities (think knowledge creation and sharing) and program design (think talent), require a more expansive and robust approach that simultaneously examines business goals, business ecosystems, enabling technologies, and constituent perspectives – all in concert to define logical business relationships and to identify solution requirements that in turn inform organizational design, work design, and experience design.

Read all: Business Design is the Strategic Link – Logical Design Solutions

Customer Experience: Nine CX Trends to Watch


As technology evolves and we learn more about what motivates human behavior, the field of customer experience (CX) will need to be continually updated. What has worked in the past might not be effective in the future.

Here are the nine CX trends that Temkin Group thinks you should factor into your CX efforts:

Elevating purpose.

Leaders are beginning to recognize the role that purpose plays in motivating employees. An inspiring mission can be more of a draw for new employees than great pay or a great boss. At the same time, the uncertainty around the world creates a desire for people to find purpose and meaning in their lives. For these reasons, we’ve labeled 2017 “The Year of Purpose.”

Operationalizing emotion.

For Temkin Group, 2016 was the “Year of Emotion,” as we highlighted the critical yet underserved area of customer emotions. Many companies have started to recognize the importance of emotion (it drives loyalty more than any other area of customer experience), with the help of many vendors that are working to demystify this key area. We expect to see even more organizations focus on customer emotion; a good way to start is by making emotions part of your ongoing vocabulary.

Read all: Customer Experience: Nine CX Trends to Watch – CRM Magazine

99U: An Abbreviated History of Design in Silicon Valley –

Between the global tech firms, independent agencies, start-up scene, and boutique studios, Silicon Valley has a greater concentration of designers than anywhere else in the world.

So how did this come to be?

California College of the Arts Professor of Industrial and Interaction Design Barry Katz tells the history of design in Silicon’s Valley in his insightful book Make It New, which is now out in paperback. B

elow Katz discusses the notable people, milestones, and ideas that led to Silicon Valley’s awakening as a design hub.

Silicon Valley design didn’t begin with Steve Jobs.

“I scratched all the way back to August 1, 1951 where I found the first professionally-trained designer to work in what was not yet even called Silicon Valley. His name is Carl Clement, and he showed up at Hewlett-Packard carrying around his industrial design portfolio. This instrument company, full of the physicists, engineers, machinists, had no idea what they were seeing, and even the more tolerant ones had no idea why this should be of any interest to them. Clement probably just talked himself into a job as a draftsman and then began looking for opportunities until he actually built up a design group.”

Read all: An Abbreviated History of Design in Silicon Valley – 99U

Report: 56% of CEOs say digital transformation has increased profits

Digital transformation has become a reality for many CEOs in 2017, according to a new survey from Gartner.

Some 47% of the 388 CEOs surveyed said they face pressure from their board of directors to make progress in digital business, Gartner found. But this approach is paying off: 56% of CEOs said that their digital improvements have already increased profits.

“CEO’s understanding of the benefits of a digital business strategy is improving,” said Mark Raskino, vice president and Gartner Fellow, in a press release. “They are able to describe it more specifically.

Although a significant number of CEOs still mention e-commerce or digital marketing, more of them align it to advanced business ideas, such as digital product and service innovation, the internet of things or digital platforms and ecosystems.

“Some 20% of CEOs are taking a “digital first” approach to transformation, which may include efforts such as creating a new business process, or a new mobile app, Raskino said in the release.

And 22% of CEOs are taking a “digital to the core” stance—a more dramatic form of transformation where the product, service, and business model change with new digital capabilities, and the technology that supports those becomes a core competency, the release stated.

Read all: Report: 56% of CEOs say digital transformation has increased profits – TechRepublic