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Measure Twice to Market Once
Posted January 10, 2019Here’s a classic client – marketing consultant interaction: Client: I want to improve customer satisfaction by 50 percent. Consultant: What is your customer satisfaction score now? Client: We don’t know. […] -
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Embracing Design Constraints
Posted September 4, 2017Interesting post on “Creativity in a Constrained World” from Ben Malbon following the Firestarters NYC event where he spoke to to Adam Morgan and Mark Barden, authors of A Beautiful Constraint. A […] -
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Calling it Agile Doesn’t Make it Agile
Posted August 18, 2017I have been somewhat skeptical about the broad applicability of the Agile development methodology due to observation of a range of design and development projects within large financial services corporations […] -
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Affluent Investors Go Old School
Posted July 19, 2016Advisors should know that affluent investors prefer face-to-face contact and phone calls to digital channels. According to research by John Hancock, three in ten (31 percent) of surveyed investors say […] -
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Personalization versus Automation – FREE Research
Posted July 18, 2016New research from The Customer Experience Exchange for Financial Services US details the balancing act many Financial Services Customer Experience executives are facing between “keeping it personal”with their customers and driving efficiencies for the organization through […] -
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Print, Generational Perspective and the Perfect Storm
Posted June 1, 2016I recently read two articles from April that made me think about how the environmental changes described in both will impact us and how we can react and plan. The […]