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Algorithms, Internet of things and PSD-2: recipe for disruption in retail

By |February 27th, 2017|Categories: business model innovation, customer experience, innovation, online business, privacy, security, technology|Tags: , , , |

Real innovation often comes down to unexpected, new combinations from unexpected places. What are the ingredients for total disruption in the consumer market? New laws and regulations for banks, the Internet of things and artificial intelligence. This mixture produces solutions that connect precisely with what consumers want: convenience, fast and real-time service provision – always available online. Read More …


PSD-2 and GDPR: the struggle for personal data starts here

By |January 8th, 2017|Categories: big data, business model innovation, governance, online business, privacy, security, technology|

The financial sector must share data, and at the same time the authority of citizens and consumers over their own data is being reinforced. With the arrival of two new, complex sets of European legislation – PSD-2 and GDPR – digital society will become even more complex. The struggle for personal data – or should we call it a data market? – starts here. Read More …


The future of outsourced contact centers

By |December 16th, 2016|Categories: big data, business model innovation, cloud IT, customer experience, labor market, online business, robots, technology|Tags: , , , , , |

Companies are preparing for a new wave of computerization. The use of virtual reality, artificial intelligence and chatbots are at the top of the wish lists, according to a news article by Oracle. Customer interaction will also radically change again in the upcoming period. The role of live agents will not become less important. On the contrary. But the volume of live contacts will decrease. This puts the business case for outsourcing customer interactions to outsourced contact centers – the service providers through which companies can conduct their customer contact – in a different perspective. Read More …


Talking with smart things

By |August 2nd, 2016|Categories: AI, innovation, robots, technology|Tags: , |

When we do business with companies, systems are becoming responsible for a growing share of the interaction. This is where ‘things’ are added to the Internet of Things. So are smart things about to start listening to us? My refrigerator alarm goes off if the door is open too long. But it has no idea if I’ve been staring into it for ages trying to figure out what groceries I need or that I didn’t close the door properly. The cliché of the connected refrigerator is that it automatically orders supplies before they run out. But who is it that stocks those items in the refrigerator? And does it keep track of my agenda, namely when I’m going on vacation or that I’m having guests over for dinner this week? The refrigerator hasn’t exactly evolved over the past few decades. It doesn’t listen to people and it understands them even less. Read More …