Blog By Author: Scott Andrick

Should Banks be Happy with a Silver Medal? (Part Two)

Sep 16 2012 | Author: Scott Andrick
In Part One of this post, I described how the current “crisis in confidence” for banks may actually have a silver lining for progressive organizations who implement a Next-Best-Action (N-B-A) marketing approach.  The three key components to an N-...
Posted In: BPM, CRM, Decision Management, Customer Service, Marketing Automation | Tags: financial services, Pegasystems, Pega, decision management, Analytics

Should Banks be Happy with a Silver Medal?

Aug 30 2012 | Author: Scott Andrick
This is Part One of a Three-Part Blog SeriesTo put it mildly, banking is not out of the woods yet.  That sentiment comes from a recent Gallup poll, covered in an article by Michael Sauter and Thomas Frohlich at 24/7 Wall St. highlighting the “...
Posted In: CRM, Decision Management | Tags: banking, decision management, nba, retail banking, FS

Is Your Web site Mere “Wallpaper”?

Jan 26 2012 | Author: Scott Andrick
It can be tempting to overload your Web site with every picture, product and offer that you have.  It’s the proverbial, old-fashioned “throwing spaghetti against the wallpaper” approach.  The reasoning goes something like this: “since it...
Tags: Customer Centricity, retail banking, Next best action, PNC, customer-oriented architecture

Do you Know your Next Generation Banking Customers Well Enough?

Aug 26 2011 | Author: Scott Andrick
In case you missed it, one of the more amusing “annual lists” was released again last week.  Beloit College, the oldest continuously operated college in Wisconsin (founded in 1847), made public its annual Mindset List (http://www.beloit.edu/minds...
Tags: retail banking

Let’s Make a Deal!

Mar 11 2011 | Author: Scott Andrick
Given the recent banking crisis, I would expect a fair amount of customers to be bank “hopping” as of late.  When J.D. Power recently released its 2011 U.S. Retail Bank New Account Study, I wasn’t startled by the 13% increase in customers chang...
Posted In: Decision Management | Tags: financial services, CRM, banks, Scott Andrick, wallet share, fees, Bank Systems & Technology, customer retention, retail banking

The 2011 Decisioning for Financial Services Crystal Ball

Jan 13 2011 | Author: Scott Andrick
Now that I’m back for the New Year, I’m reviewing a slew of “predictions for 2011” and offering some of my own insight on the same topic.  Two in particular caught my eye. The first is from Mark Riddle at BAI Banking Strategies entitled “Th...
Posted In: Decision Management | Tags: financial services, BPM, decision management, banks, retail banking

A Wake-up Call for Wealth Management

Dec 13 2010 | Author: Scott Andrick
As I was catching up on my reading after taking time off for Thanksgiving,  I ran across an intriguing recent article in the Chicago Tribune titled, “Many advisers don’t make the grade”.  The story, based on survey recently conducted by Pi...
Posted In: CRM | Tags: CRM, decision management, PNC Bank, survey, wealth management

Banks Shouldn’t Be "Selling". They Should Be Taking the Next Best Action

Nov 09 2010 | Author: Scott Andrick
In the last year I’ve heard a constant drumbeat at conferences, on webinars, and in print about how banks need to rebuild customer trust.  While all the speakers and authors agree on the destination, they all have different paths to get there. ...
Posted In: CRM, Decision Management | Tags: retail banking

Sometimes, 1+1 = 3

May 25 2010 | Author: Scott Andrick
I was pleased to recently read an independent analyst report written by Tower Group’s Nicole Sturgill.  In it, she highlights significant success at two financial services organizations leveraging Pegasystems and Chordiant solutions respective...
Tags: Chordiant, customer experience, financial services, Pegasystems, SmartBPM, Tower Group
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