A Glimpse Into Banking’s Next Layer – Intelligence

For a long time we’ve treated “mobile innovation” as a design problem: Better screens, smoother journeys or a new round of navigation tweaks. But the more I look at where the industry is heading, the more it feels like we’re focusing on the wrong layer. Mobile isn’t going to be shaped by the app itself […]

The human experience

Today, surprisingly through the use of digital technology, companies recognize the need to connect with customers on a deeper level to earn their trust and loyalty. Adding greater depth of field to their view of the customer reveals a simple truth: We are humans, first and foremost. We are busy, caring, generous, unpredictable and we […]

Revolutionising Customer Experiences: AI Trends Shaping the Future

In the ever-evolving landscape of customer experiences, artificial intelligence (AI) is proving to be the driving force behind innovative changes. From chatbots that provide instant support to personalized recommendations, AI is reshaping how businesses interact with their customers. In this post, i want to dive into the latest AI customer experience trends that are transforming […]

Conversational AI Powers the Future of Banking by Dola Fashola

It was great to be invited as a Keynote speaker today and to share my research and views on how Customer Experience and customer expectations is driving the future of AI in Banking at Group Futurista’s Future of Chatbots and Conversational AI webinar. How will conversational AI power tomorrow’s Bank? Customer behaviour is influencing how conversational AI […]

Ways top brands are using AI to transform customer experiences by Dola Fashola

Artificial intelligence (AI) is the ability of a machine or computer program to think and learn. It’s all about building machines that could be capable of thinking, making decisions based on logic and then learning over time – not dissimilar to how you or I start out in life! I’m amazed at the progress that […]

When consumers and producers come together – The Business of Platforms by Dola Fashola

An article describing the exponential growth of digitally enabled platform businesses. The article describes what they are, what makes them successful, what you need to create them and what the future holds for digital platform businesses.

Consumer behaviour and disruption by Dola Fashola

Gosh I’ve missed writing! Why have I left it for so long? Well the good thing is I’ve been triggered! I’ve been observing changing behaviours lately and the impact it has on disruption of industries and businesses. This was triggered by a picture shared in our Harvard Business School cohorts WhatsApp group last week. It […]

Experience Matters – especially when it comes to our money. By Dola Fashola

It’s often said that customers (you and I) want moments that are: seamless fast convenient memorable A no brainer really, pretty much stating the obivous I would say. Now, let’s take this into the financial services space. Money matters and therefore customer experience in financial services should matter big time. Whether it’s payments, creating wealth, […]

Is it time to drop the digital mic? By Dola Fashola

Written by Dola Fashola Digital has become such a buzzword over the last 3 years. It seems like every bank, shop, even your local chinese takeaway, is looking at how to go digital or ‘digitise’ their business and ‘ways of working.’ This permeates beyond the common social media presence and having ‘an app for that.’ […]