Want to win? Don’t repeat history, make it
As we come to the end of the year, I’ve been thinking about all of the people who are rightly touting the merits of data analytics, digital transformation and ...
The latest from Greg Crandell
The planning season is year-round
Fall is the time of year when organizational leaders gather together to plan for the forthcoming year. Managers spend weeks, even months, collecting data and preparing materials for executives and ...
The changing role of the 21st Century CFO
Digital transformation driven by data analytics has become the answer to the question of how best to build a foundation for change. As organizational leaders seek a successful path through ...
Directing digital transformation from the boardroom
Often lost in the discussion regarding credit union digital transformation is the critical issue of board leadership. To ensure the ongoing success of the credit union the board of directors ...
Business intelligence dashboards in the data-driven organization
Financial institution managers everywhere are looking to grow market share, lower costs and improve customer service by maximizing the use of data throughout their businesses. Work has begun and through ...
When pursuing customer experience initiatives, don’t forget your people
My conversations with Credit Union managers regarding their CX thinking and efforts regularly reveal their wholly appropriate pursuit of “member understanding”, “digital experience improvements”, and “Improved sales experiences”, all leading, ...
The biggest threat to your customer experience initiatives?
A recent presentation, and recent experiences, reminded me of the biggest obstacle facing Credit Union leaders who hope to improve their competitiveness by adding customer experience (CX) initiatives to their ...
Data-driven dialogues will define successful organizations
Digital disruption requires transformation – what’s your organization’s path to greater success? Thirty years ago, managers spoke of the need to address both “high-tech” and “high-touch” challenges to compete ...