Key Elements of Good Client Experience

Sheila Shaffie Blog

Simplicity, Visibility and Empowerment are three of the key elements impacting client experience.  Simplicity sits at the core.  Clients refer to it as “easy to do business with”.  Concepts of straight-through processing, frictionless processes, intuitive interface and real-time response rely on simplicity.  By definition, simplicity forces an organization to be focused on what is absolutely necessary to complete a client …

Technology Disruption & Small Business Credit

Sheila Shaffie Blog

Here are some basic numbers: In 2014 alternative lenders originated around $12 billion of loans of which $5 billion were small business loans (yes it is a small fraction of the overall loans). Over 25% of small businesses will consider using alternative lenders that is thanks to technology disruptors in the banking sector. Over 20% of small businesses consider the …

Mobivores…They Are Here

Sheila Shaffie Blog

Mobile-only users = Mobivores. These are not the same people who visit branches, care for in-person interactions, want paper statements or forms or access online banking using laptops.   They only care about what is available on mobile channels. Any dependencies and entanglement with other channels (including online banking accessed through laptops/PCs) will most likely not meet their needs. Think frictionless …