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Ask anyone who’s spent their career in manufacturing, and they will confirm everything happens on the manufacturing floor. Operators run tools to make parts on the shop floor. Maintenance technicians repair equipment on the shop floor. Production supervisors and foremen monitor workflow and maintain…

Customer interaction is getting personal. As a consumer, I want the best possible service I can get. In just the last few years, I have seen service move from being a phone call with a representative to interactive voice response (IVR) systems to email or live online chat. These are great alternativ…

My greatest pet peeve when I managed a branch: sticky notes. I thought they made our office/workstation cluttered and disorganized. It never failed that I’d see them on the corners of a tellers’ monitor or scattered around a bankers’ desk. As much as I disliked them I was always reminded about how t…

Most of us use video in personal and enterprise interactions, but how is video doing in contact centers? We are seeing growth in video as a channel within customer care world, both based on recent reports and deployments by Cisco customers. I think that’s good news. Dimension Data’s 2016 global cont…

Authors: Jason Bettinger, Financial Services Business Transformation Director, Cisco Bradley Mason, Vice President, Sentry Performance Solutions, Fiserv Changing technology is driving big changes in consumer expectations – and within the workplace. Financial institutions must transform customer e…

It’s a fast-paced digital society. Your customers carry their entire world on their smartphone or tablet. As consumers and businesses balance their online worlds with the physical world, how are financial services institutions changing to deliver more personalized customer experiences? Relationships…

How many times have you gone into your local branch to see someone about a mortgage, or a pension, or a current account and no one is available to see you right away? It happens more often that you think. And the bank often doesn’t know how much business it is losing as these initial requests are qu…

I am a new Cisco hire – Head of Financial Services Solutions & Innovation EMEAR and I just came back from Cisco Live Berlin. This is my first time at the event, having spent 30 years in banking. My first impression? Firstly, WOW! I have been a Cisco customer in previous banking roles and I thoug…

There is $1.3 trillion value at stake in the financial services industry projected by 2022. Capturing this value requires embracing today’s digital disruption and the major technology transitions of mobility, collaboration, cloud, big data analytics, and security. Join us at Cisco Live Berlin 2016 f…