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Katabat
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An Open Letter of Apology to the CIO
Bits and Bytes: Dear I.T. Professionals of My Past, During the first dozen years of my
banking career I was a user… an end-user, an ops guy or leader of ops people.  As your internal client, I had very little appreciation
for the nature of your work, the co...
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Branching Out: The Value of Self-Service
I recently came upon some interesting statistics showing exactly how mobile we’ve become as a society. First, we’re now seeing that the majority of customers prefer shopping online rather than in stores. While that fact may not be earth shattering (except f...
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When “good enough to get by…” no longer is
How many collections executives have been frustrated in the past by their top management’s assessment that a further investment in collections efficiency or effectiveness is “unwarranted at this time, given other more pressing priorities” (a recently heard ...
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Toward a Customer Experience Management “Ecosystem”
More and more companies today are touting "superior customer experience management" capabilities.   Some are talking about new contact center software, others website visitor tracking and analysis software, still others are describing omnichannel delivery p...
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The (High) Total Cost of Inflexibility
Many systems installed in today’s banks have the inherent
advantage of being “sunk costs”, in that users and management alike find it
difficult to justify the expense of a new system because the system it would be
replacing was paid for so long ago that it ...
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The Top 5 Things We’re Expecting to See in 2014
2014 already? Where did the time go? Every January, most of us are instilled with a renewed enthusiasm to make this year better than the last. Amid a number of accomplishments and wins in 2013, we are certainly aware of challenges the industry faces as we ...
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Compliance "Provability" Achieves a Whole New Level
I was given pause recently when hearing a client tell me that they were ‘throwing bodies at the problem’ of putting the bank into position to be able to withstand upcoming audits. “What are all those people going to be doing?” I asked, naively. Turns out ...
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Thanks (and No Thanks) for these memories
I’m thankful for so many things in this Thanksgiving week (as I wrote to many of you): Visionary clients Demanding users Trusting partners Sharing industry thought leaders Dedicated CMC associates Busy regulators Myriad competitors Supportive investors Lovi...
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What is the impact of mobile on our customer experience management efforts?
I saw it again the other day: another headline for a webinar screaming out “Understand the 5 implications for optimizing collections in a mobile world” or some such thing. As if, by merely “implementing mobile” (whatever they mean by that: is it text me...
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