Beginning in 2010, consumerization was the “it” thing, inspiring new ways for customers to interact with their banks and financial institutions. Back then, CIOs were just considering branchless banking and began dabbling in mobile banking. According to a Nielsen study, the digital transformation at that time proved to be worthwhile as mobile banking customers tended to carry higher balances than the average banking consumer. As confidence and comfort levels with mobile transactions rose, it was a win-win situation with greater efficiencies, cost savings, customer loyalty, and engagement of new segments. Now eight years later, more than ever, the customer experience is considered a top priori
In team sports, you’ll always find a captain that acts as the glue amongst players and a model of enduring greatness. But the glory of being hailed as an indomitable leader doesn’t come without disadvantages of unglamorous work to carry the team to victory. Captains must have unwavering skill and offer boundless motivation despite losing seasons, unfair referee calls, and immoral competitors. Much like team sports, in the digital transformation era, communication service providers have been appointed the role of team captain. They cannot operate solo by only focusing on their performance of becoming digital telcos. Instead, they are responsible for propelling change for their customers and t