Gamification in the airline industry – going beyond traditional customer loyalty programs

The airline industry and gamification, or the use of game mechanics in non-gaming contexts, have historically had a close relationship. The first ever use of any form of gamification started in 1981 when American Airlines introduced the first frequent flyer program named “AAdvantage”. Since then, the use of gamification has become more common and is steadily moving towards a significant 5.5 billion market share by 2018. Although frequent flier programs and other customer loyalty initiatives traditionally originate from the sales and marketing department, today gamification covers a much wider spectrum of areas; including human resource development, engineering and finance. Continue reading


Data, data, who has the data?

In health insurance and health care, information is captured and stored in many places and the majority of information is duplicative of data stored by other entities. Who has this data, and what are they doing with it? I may have found the answer, at least in the Pacific Northwest!

In the State of Washington, there is a little known entity called the Foundation for Health Care Quality (FHCQ). It is the sponsor for, and the home of, a number of programs which deal with variability, outcomes and quality in various medical and surgical services. In addition, they have been a long time participant in the health care technology arena and sponsor a major statewide patient safety coalition. Continue reading


How the new era of managed services will enable intelligent business operations

The evolution of managed services in the last few years has transformed IT infrastructure operations and the service delivery landscape. This transformation is largely due to the leveraging of tailored service contracts actively supported by analysts and advisory groups.

The key attributes of a managed services contract cover the role of a service provider, which includes: owning responsibility for a given portfolio of services and other key responsibilities Continue reading


5 steps to achieve hyper productivity with your digital apps development

The mobile and cloud revolution in enterprise IT is well underway and is already causing never-before–seen changes in the way apps are developed, managed and transformed. The driving factors behind these changes are massively empowered consumers who have information about a brand’s product and service at their fingertips on their mobile devices. It is imperative that brands follow consumers to track their needs and listen to their feedback in order to respond appropriately. To do this, an organization requires new kind of capability – an ability to engage, capture and integrate input into business processes to offer personalized experience to their clients. This is where the new competitive differentiation of an enterprise lies. This trend has resulted in enterprises funneling their IT investments into building and managing systems of engagement. Continue reading


Avoid these common web CMS implementation pitfalls

Content Management Systems (CMS) have evolved tremendously in the last decade, maturing into an impressive list of offerings. As these offerings have grown in complexity, so too has implementation. Selecting the right solution for your company and a digital partner can mitigate these challenges, but once your implementation is underway a few common issues can cause havoc on the project. Continue reading


Client lifecycle management operations in capital markets – game changing!

Client lifecycle management (CLM) operations involve transforming from a prospective client to one who can engage in business activities with a financial institution. These activities include collecting all the details of the client organization such as name, registration, address, purpose, products interested and ownership structure, KYC (know your customer) checks for political affiliation, risk scoring, other regulatory checks like AML, MIFID, Dodd Frank and finally setting the client up in various IT systems. There can also be a combination of these activities due to rule variations: if there is an existing client from a different jurisdiction, a client seeking additional services (which could involve more risk), changing address or ownership, etc. Continue reading


How payments and analytics deliver customer insights and drive loyalty

It’s well known that it’s more cost effective to sell to existing customers, than it is to acquire new ones. If businesses can gain extra insights into how their customers use their services, they can find new ways to tailor and customise those services to individual customers. Electronic payments make the interaction with a business a far smoother, quicker and convenient experience for customers – tapping into that by implementing electronic payment methods can have a real pay-off. One example of an electronic payments success story is from Starbucks, which claims that more than 10% of its in-store sales are driven by its mobile wallet app. Continue reading


Key security considerations for enterprise cloud deployments

Enterprise conversations on cloud adoption have reached a stage where a number of questions are raised about the ‘what’ and ‘how’ of cloud computing rather than the ‘why’. Make no mistake, security still remains the main topic of the cloud, but the tone of the discussion is more focused on ‘how can the cloud work for us?’ Security services in the cloud have matured over the past few years and there are now enough of proof points almost in all industry segments where cloud has been successfully adopted with measurable success. Enterprises are increasingly loathed to dismissing the compelling business case offered by cloud adoption, provided security aspects of the cloud are adequately assessed and addressed. Continue reading


Apple Pay – An attempt to demystify Apple’s new service

When Apple announced Apple Pay as a service on September 9th, they mentioned a few key terms like secure element, tokens, one time unique number, device account number and dynamic security code. For the layman, this could mean that Apple has used the most advanced security technology in Apple Pay; but for the folks in the field of mobile payments and security, it was not very clear what Apple was trying to say.

To keep this simple, I am going to discuss Apple Pay in the context of a payment made at a physical point of sale (POS). This is just an attempt to understand the underlying implementation while the reality may be different. Continue reading


Moving from custom development to BPM platform

When an organization begins developing a custom application, they have multiple factors to consider such as the latest technology platform, methodology to be used, agility to make the enhancements, ability of business users to conceptualize and recommend, flexibility to change or enhance the application and to support the nexus of forces (social, mobility, analytics and cloud) with a faster response time. During the application development planning phase, both business and IT teams have to understand and finalize the model and approach to manage the process and speed involved in the development. Continue reading