Twenty years ago, investors and analysts asked businesses, “What’s your web strategy?” Fifteen years ago, it was, “What’s your mobile strategy?” Today, it’s, “What’s your AI strategy?” Artificial intelligence gives businesses powerful new ways to get deeper insights into customer experiences, needs, wants, habits, risks and more. Yet as with the web and mobile, recognizing…

In May, the digital world was awash in privacy practice notifications that inundated users on websites and in email inboxes. This wave came as companies doing business in the European Union prepared for the implementation deadline of the General Data Protection Regulation. Talking heads fueled a media frenzy of speculation regarding when EU supervisory authorities…

Banks and other financial institutions collect a significant amount of data about their customers. Often, a customer will have checking and savings accounts with the same bank, as well as debit and credit cards and perhaps even a mortgage or a car loan. The customer may also use the bank’s website and mobile app. With…

A few years ago, regional and midsized financial institutions raced to deploy customer-facing mobile apps, afraid of being left behind. When the dust settled, managers at many banks took a look around and realized that their apps were near copies of their competitors’. This was because most financial institutions launched their apps through their core…

During the day, I speak with banking executives who want to be as strategic and efficient as possible with their customer outreach. But when I go home, my mailbox, my email inbox and sometimes even my voicemail are filled to the brim with offers from financial institutions for products and services that don’t fit at…

From an IT perspective, mergers and acquisitions activity often falls somewhere between a headache and a nightmare. The problems may begin with internal discussions and external negotiations, which typically involve the CEO and CFO. In many cases, the CIO and other IT leaders aren’t brought in until the deal is done. This tendency is a…