Many Utilities now realize that a poor customer experience (CX) can put their organizations at risk, whether it’s reputational risk, or regulatory, financial or compliance…

Increasingly, companies are running the numbers and discovering that they ignore customer experience at their peril. It’s more cost-effective to keep the customers you have, compared to the effort needed to attract more. Some…

In a recent blog, I wrote about the increasing prominence of AI in financial services. It’s one of the areas I’ll be presenting on at…

There are many unusual facts about Electronic Data Interchange (EDI). The first is that its roots began when there weren’t really any computers to speak…

According to the Harvard Business Review, it costs five to 25 times more to acquire a new customer than to retain an existing one. So…

Digital engagement isn’t an option anymore, it’s a requirement. Today’s consumers are savvy and fickle, and companies must work to earn their loyalty. They’re demanding…

In my first post in this blog series, I examined how the speed of digital is disrupting market leaders, and determined that the only way…

It is not the strongest or the most intelligent who will survive but those who can best manage change. – Charles Darwin We live in…

By the year 2020, technologies like the cloud, mobile devices, big data, and the Internet of Things will have digitized our world in many ways….

A major natural gas company is experiencing a higher level of internal control over its procure-to-pay process and an 85 percent success rate for vendor…