Shanky Viswanathan

It seems like organizations have been collecting and analyzing vast amounts of complex customer data for ages – there’s a reason we call it ‘Big Data.’ But thanks to the Internet of Things (IoT) and mobile/digital advances,...Read More

There is a misunderstanding about goldfish. The urban myth, perpetuated for decades, is that goldfish will only grow as large as the container they find themselves swimming in. Not true it turns out. When properly cared for, goldfish don’t...Read More

Healthcare has been hit hard by policy, technology and regulatory changes.  Compounding these industry upheavals, patient expectations have grown exponentially – and, for the most part, have not been met by current healthcare practices,...Read More

Continued from Part 1: Dissolving Brick and Mortar Bank BranchesAlthough the bank branch is becoming less relevant to customers for simple transactions because on-line banking is subsuming many of the functions formerly accomplished by tellers...Read More

We live in an always-on, hyper-connected world where consumers want it all. They want you to cater to their preferences, expect personalized service and believe you should make doing business with your company absolutely effortless. Customers have...Read More

At age 21, SMS text messaging is finally growing up. Time for big business. Time for business2consumer communication. Finally! But let’s have a closer look at how SMS is predominantly used today.Do you get prescription reminders from your...Read More

Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and stability. But changes in consumer...Read More

Customer service in the hospitality industry is no simple task for any company but luxury brands have to reach the highest of bars and sometimes even go to extreme measures to satisfy guests. The Edwardian Group, a collection of luxury hotels...Read More

Travel and hospitality companies pride themselves on exceptional customer service but are they really putting their money where their mouths are? In a 2014 survey of customer service executives, 94 percent of them agree that...Read More

Patient-centered care is taking hold in this country as health systems switch from volume-based to value-based, patient-centered models. This model can only work when everyone comes together to create greater efficiencies through economies of...Read More