Innovation_Leadership_Study_____Managing_innovation__An_insider_perspective.pdf

payments

Retailers enhance the checkout experience, customer loyalty through mobile wallets

Stuart, Ame

Wallets make the payments process more fluid and transparent and create strong links between retailers and their customers.

banking

Banks must step out of comfort-zone silos to create a more efficient work environment

Erik van Druten

Structured collaboration will be the key to smashing the silos as well as mitigating the challenges of tomorrow.

Customer Experience

Getting stakeholder support in your CX initiatives

Lentz, Suzanne

The primary disconnect is that customer engagement transformation is still seen as an aspiration. It’s difficult to measure both the impact of customer experiences against the brand promise, and the impact of these experiences on increased revenue.

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