Evolving Brand Health: Shifting from Reflexive to Reciprocal Value in Banking

Discover how banks boost brand health by shifting from traditional metrics to authentic customer behavior.
The Next Frontier – Agentic AI and Conversational IVR synergy in Banking

Banks are under pressure to deliver faster, smarter customer experiences while keeping costs in check. By combining Agentic AI with Conversational IVR, financial institutions can move beyond basic automation to AI-driven decision-making that streamlines operations and enhances customer engagement. Learn how this powerful synergy is transforming banking.
Driving Experience Excellence Through Cultural Transformation

A Chief Experience Officer needed help advancing strategic CX priorities but lacked the necessary talent to drive these initiatives. The organization required new thinking and resources to overcome limitations and move forward with critical projects
Balancing the Experience-Fraud Relationship

Balancing fraud detection with customer experience is critical, as excessive security measures can lead to high abandonment rates. However, research indicates that financial institutions have much work to do to create secure yet seamless customer journeys.
Achieving Personalization Maturity in Banking

Discover how the gap between advanced data capabilities and emotional intelligence in banking limits the effectiveness of hyper-personalization. This article explores the critical need for financial institutions to integrate empathy into their customer interactions to truly connect with and serve their clients.
At Cortico-X, We Are Experience Activists

What is an experience activist and why is this role crucial for the future of customer and employee experiences? Sujay Saha, President of Cortico-X, explores the core principles of experience activism.
Choosing the right GPT for your business. What factors should you consider when selecting a GPT?

Choosing the right Generative Pre-trained Transformer (GPT) has become imperative for businesses aiming to stay competitive. We explore the factors you should consider when selecting a GPT.
Gambling on the Future and the Sacrifice for Stability

A human interest lens into generational shifts in changing economic conditions, conditioned mindsets driven by financial and familial instability, and the need for proactive and personalized advice for restoring trust in financial institutions.
The Emotional Disconnect: The Lens to Hyper-Personalization in Banking

Modern customers crave hyper-personalization, where their every need is not just met but anticipated at the speed of life. However, most banks and credit unions struggle to bridge the gap between technology innovation and genuine customer connection.
Why CMOs Must Evolve to Stay Relevant

There’s much buzz around the supposed demise of the CMO. Personally, I believe the hype is just that—hype. However, it’s undeniable that CMOs must transform to secure their place at the C-suite table.