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Separating Core vs. Surround – Part 2
The Way Forward for EdTech
Over the last few decades, business leaders across industries have been following a process-centric approach while developing the best operating model for their organizations. In the new context, leading organizations are moving to a capability-centric approach – where they would like to focus all their energies on the core capabilities
Moments of delight:
How to translate operational excellence into powerful customer experiences
Despite significant investments in the most advanced analytics capabilities and predictive insights, achieving the new possibilities for a richer CX has remained elusive and the expected transformations failed to appear. Not anymore. Today, the long-anticipated sea change in customer care is starting to reshape the industry. It is centered around
Separating Core vs. Surround – Part 1
Factors for Success in EdTech
The EdTech industry is still in its developmental phase with significant growth potential over the next five years in a post-pandemic economy. One of the key imperatives for student lifecycle management is to isolate the capabilities that are core to their businesses from the execution oriented surrounding activities that are
Invoice finance automation for a better lending lifecycle
Invoice finance lifecycle is intensely complex. Without invoice finance automation this complexity puts a stranglehold on profitability. All too often, invoice finance providers rely heavily on manual processes to try and improve client experience. As transactions and client numbers grow, associated risks and costs become harder to contain. The first
The Loud Ping for Debt Collections
CXOs across industries face sharp increases in consumer debt levels and debt recovery challenges that arose from COVID aren’t going away any time soon. Some executives are seeing the path forward. They understand consumers prefer online payment and collections to a phone call, particularly if the digital interaction is personalized
Collections of the future – A study by Everest Group
Unlock value with technology shifts in digital collections
How to Succeed at Fintech? Disrupt your own business
With fintech sweeping across financial services and disrupting long-standing business models, one ponders: what makes for successful fintech? Success stories in fintech are rooted in transformative business models. Technology is the enabler, not the inspiration. This guide explores the logic behind a business model approach to fintech and uses debt
Digitally Empowered Contact Center
The world of Customer Experience (CX) is experiencing an onslaught of tech solutions. While there is much hype around driving automation and digital deflection, the fact remains – contact center operations need the right balance of humans and technology to drive superior customer and business outcomes. Firstsource’s Digitally Empowered Contact
A guide to transitioning to a Digital Collections model
It is humane and it works
The impact of patient financial experience on hospital profitability
As rising deductibles and co-pays turn patients into payers, financial interactions must be part of the patient experience equation. The financial aspect of care should not be put aside, as it is an essential component of a positive patient experience. But navigating the healthcare financial maze can create unnecessary confusion
