Richard Dougherty

A recent road trip for our annual beach vacation got me thinking about…banks.  Not the omni-channel, application-enabled, smartphone friendly ones that many of us urbanites are used to, but the ones that have doors, windows and associates that you are familiar with.   As we stopped in a small town in southern Georgia it really struck me the lack of what m…

In this series, I discussed how digital transformation is reshaping the origination processes and improving the customer experience. The previous two blogs have looked at how automated systems can be used to drive new business growth, and how it can sustain current customers by improving the customer experience. For the final installment in the series, I want to discu…

In the first of my three-part blog series on reinventing the origination process, I discussed how digital transformation has reshaped consumers' expectatiosn from the companies they do business with – which means that leading financial institutions must transform their customer experience as well if they wish to remain competitive. In the second part of my series, I…

In today’s fast-paced, technology-driven society, market incumbents across a variety of industries have had to reinvent themselves in the face of massive digital disruption. Before the iPod, music industry executives couldn’t fathom the idea that consumers might prefer to buy individual songs rather than a whole album. Before Uber or Lyft, taxi company executives coul…