In the bygone era of contact centers, the customer experience was tethered to a singular channel the phone call. The journey began with a pre-recorded message prompting the customer to press a number corresponding to their query. Today’s contact centers have evolved from the confines of just traditional phone calls to multiple channels from emails to…
Today, interactions matter more than ever. According to data compiled by NICE, once a consumer makes a buying decision for a product or service, 80% of their decision to keep doing business with that brand hinges on the quality of their customer service experience, according to NICE research. Enter AI. “I think AI is becoming…
With more than 5,000 branches across 48 states and 80 million customers, each with its own unique requirements to satisfy its customers’ financial needs, a clear data strategy is key for JPMorgan Chase. According to Mark Birkhead, firm-wide chief data officer at JPMorgan Chase, data analytics is the oxygen that breathes life into the firm…
Whether your favorite condiment is Heinz ketchup or your preferred spread for your bagel is Philadelphia cream cheese, ensuring that all customers have access to their preferred products at the right place, at the right price, and at the right time requires careful supply chain organization and distribution. Amid the proliferation of e-commerce and shifting…
In 2015, JPMorgan Chase embarked on a journey to build a more secure and open wholesale banking. For chief technology officer at Onyx by J.P.Morgan, Suresh Shetty, investing in blockchain, a distributed ledger technology in its early days, was about ubiquity. “We actually weighted ubiquity in terms of who can use the technology, who was…