Why do companies struggle with digital transformation?
Companies of all sizes are faced with industry disruption, new technologies, and changing customer needs. Organizations with outdated…
Process analysis: Using process design and process reengineering to integrate a new platform and business acquisition
Process analysis Using process design and process reengineering to integrate a new platform and business acquisition Every business process integration should begin with a thorough process inventory. Looking to expand their commercial product portfolio and platform functionality, a large national bank acquired another financial institution. The acquired company used a cloud-based credit management platform…
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Vision and strategy: Creating organizational alignment around a clear strategy to improve member experience
Vision and strategy Creating organizational alignment around a clear strategy to improve member experience Digital transformation not only improved experiences, but it boosted bottom-line goals by $3 billion. A national credit union needed to accelerate the transition to its new mortgage loan origination platform. They purchased it three years earlier and invested $33 million in it, but only had 10% of their loan volume on it.…
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Agile coaching – Instilling an Agile mindset: Instilling an Agile mindset to increase effectiveness and team velocity
Agile coaching Instilling an Agile mindset to increase effectiveness and team velocity When Agile principles of continuous feedback and minimum viable product are in place, performance overrides perfectionism. The training team at a national credit union was struggling to keep up with demand for its services. The business unit they support was going through…
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Organizational change management playbook: Improving change management planning, capability building and program maturity
Organizational change management playbook Improving change management planning, capability building and program maturity If you want to create a playbook for change, we've got a scalable process for that. A large credit union had an internal organizational change management (OCM) department that supported one of its largest internal groups with over 1,000 employees. Part…
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Speeding quality assurance in ULAD: Building an automation framework to accelerate QA in ULAD
Speeding quality assurance Building an automation framework to accelerate QA in ULAD As part of its mission to support mortgage markets in the United States, a government-sponsored enterprise (GSE) in the secondary mortgage market supports and manages the Uniform Loan Application Dataset (ULAD). The ULAD is a recent rewrite of a loan advisor tool…
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Enabling data analysis: Standardizing data for control automation and operational efficiency
Enabling data analysis Standardizing data for control automation and operational efficiency If you want to successfully implement process optimization, you need to capture critical data first. A leading financial services institution embarked on an enterprise-wide mission to streamline its business processes to align with industry benchmarks on efficiency. Part of the goal was to…
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Operational Excellence
Change management framework: The importance of measuring change
When implementing change, how do you know what is working well and what needs adjustment? What metrics help you answer those questions and demonstrate progress? Now, more than ever, change is at the core of pretty much everything in the corporate environment. From inclusion policies to technology modernization, organizations are moving forward at a rapid…
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Rapid response in a crisis: Building an omnichannel microsite through Agile development
Rapid response in a crisis Building an omnichannel microsite through Agile development During difficult times, it’s critical to focus on customers and customer experience. We all remember when the business world quickly shuttered its doors at the beginning of COVID-19. Some of our first thoughts were around household supplies, yes. But it wasn’t long…
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User centered design: Leveraging a modular CMS platform to increase engagement
User centered design Leveraging a modular CMS platform to increase engagement An effective online presence hinges on the user experience. A broadcast, digital media, and marketing services company reaches 50 million adults on-air and 32 million across digital platforms while providing integrated marketing services to local outlets. They had recently moved to a new…
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Customer experience
Bouncing forward: Leadership in the Age of the Customer
Recently, Anoop Warrier, former Head of Digital for SunTrust Bank, spent some time with me discussing digital transformation and leadership in the Age of the Customer—in banking and beyond. Our #LinkedInLIVE dialogue was wide-ranging and an insightful peek into the complex world of customer centricity in the financial services sector. Anoop shared insights into how…
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Customer experience
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Technology
Why do companies struggle with digital transformation?
Editor's Picks
Operational Excellence
Leading people through forced change
When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for…
Customer experience
So you have a journey map. Now what?
As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get…
RPA in 2020
Mindless. Repetitive. Tedious. Necessary. Some of the most important functions in your business are cyclical, manual processes. Often…
LinkedIn LIVE events
What’s new in financial services transformation?
Every now and then I get to talk with a leader who is so deeply knowledgeable one could say they are a tiny bit obsessed. Jason Henrichs ...
Webinars + podcasts
On-Demand Webinar: How Responsive Enterprises thrive in uncertain times
When disruption reigns, let your customers show you the way with Customer-Centricity, Operational Effectiveness and Agility Business as ...
Activate your journey map
Why is activating a journey map difficult? As organizations digitally evolve and transform, every aspect of the customer journey is mapped. ...
Harnessing innovation at scale
Harnessing innovation can be painful and disruptive unless you turn an innovation process into part of your company’s everyday routine. ...