Engagement Rules from the Masters

Given the increasing commoditisation of financial services, brought about by digitisation and open banking, increased competition from agile, innovative and cashed up fintechs and a growing interest in financial wellness, customer engagement is rapidly climbing to the top of the list of priorities of financial services executives looking to acquire and retain customers. For those…

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An Introduction to Tribal Leadership

Great introduction by John King this week on Tribal Leadership. John’s approach, delivered in his co-authored book, “Tribal Leadership” shows leaders how to employ their companies’ tribes to maximize productivity and profit: Their research, backed up with interviews ranging from Brian France (CEO of NASCAR) to “Dilbert” creator Scott Adams, shows that over three quarters of…

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Gamification, AI and the future of everything

A conference panelist is asked a question. If they answer correctly, they increase their credibility, answer profoundly and they begin establishing themselves as a luminary. Deferring to a co-panelist is basically zero-sum, but a wrong or noncommittal meandering answer could destroy any credibility established during the prepared remarks. At a cocktail party, a guest gambles…

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Jobs on User Experience

There are certainly many classic Jobs quotes and interviews but this one on the tail wagging the dog is certainly up there Fabulous Le Guru “You have to start with the customer experience and work back to the technology, not the other way around”   Can you hold up the piece of paper (your product) and…

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Banks and Credit Unions are Zeroing in on Gen Z

Banks and credit unions are increasing their spend on marketing tech, data-driven techniques and content marketing. According to the ABA “Martech” now comprises about 22% of the average bank’s budget. They are also targeting this spend at one particularly essential consumer population: Generation Z according to a recent analysis of the top 5 retail banking marketing trends. The analysis points to the…

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