by Kristin Moyer | August 28, 2009 | 3 Comments
I’ve seen the financial crisis make it tempting for banks to focus internally in order to reduce costs, deal with post-merger integration and other matters related to the financial crisis. To be fair, an internal focus is not really that new, though – for example, the term “banker’s hours” has long been used to jokingly [...]
Category: operations Tags: Add new tag, lending
by Kristin Moyer | June 23, 2009 | Comments Off
On 17 June 2009, in a report titled “A New Foundation: Rebuilding Financial Supervision and Regulation,” U.S. President Barack Obama called for “a sweeping overhaul of the financial regulatory system.” (see http://www.ustreas.gov/news/index1.html). Under the proposal, the federal government will assume a new role as a systemic risk regulator, with increased authority over a wide range [...]
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Category: Customer operations payments Tags: Add new tag, banking and investment services, financ, financial crisis, financial services restructuring, regulatory compliance
by Kristin Moyer | June 18, 2009 | 3 Comments
David Furlonger and Alistair Newton here – today we came across a new customer service offering that caught our attention and caused us to consider why it is always non-financial service providers that are leaders in customer service. Mark Hoplamazian, CEO of Hyatt Hotels, has just announced a change to the hotel chain’s Gold Passport [...]
Category: Customer Executive Decisions Tags: Add new tag, banking, cards, CRM, customer service, innovation, loyalty
by Kristin Moyer | April 15, 2009 | 3 Comments
Mary Knox here. As Stessa Cohen and I continue our research on customer data integration (CDI) and multi-channel integration (MCI), I am reminded again of the need to focus on not only what should be done, but also on what can be done. As we outline in our research, there are three styles of CDI [...]
Category: Customer operations Tags: Add new tag, customer data, master data management, multi-channel integration
by Kristin Moyer | March 3, 2009 | Comments Off
Hi, Mary Knox here. Over the past few weeks, I’ve spoken with a number of clients about their efforts to centralize data or processes, both to reduce costs and to improve efficiency and reduce risk. This is a topic we’ve researched for a number of years (see Balancing Centralization and Decentralization, or Defining Architectural Spaces, [...]
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Category: Customer Executive Decisions operations Tags: Add new tag, architecture, centralization, decentralization, SOA, standardization
by Kristin Moyer | February 25, 2009 | Comments Off
Alistair Newton here. With numerous parts of the global financial services industry suffering at the hands of sub prime, credit crunch and general evaporation of customer confidence, for many their carefully laid strategies and plans are being replaced by short-term tactics focused on survival. So its refreshing to see that amongst this scramble, some financial [...]
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Category: payments Tags: ach, Add new tag, credit card, debit card, payments, paypal
by Kristin Moyer | February 19, 2009 | Comments Off
Kristin—Rick DeLotto here again. When it heard what NYC’s Mayor Bloomberg announced yesterday my time-worn copy of Jane Jacob’s Cities and the Wealth of Nations fairly leapt from the shelf in joy. Historically, the best way to make things happen is to mix cheap space, like-minded entrepreneurs, ready funding together in a bustling urban environment, [...]
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Category: Customer Executive Decisions operations payments Tags: Add new tag, business incubator skunkworks, entrepreneur, financial services, future of banking, software, start-up, venture capital
