THINK Week in Review – The ‘Resolutions’ edition

Did you make any resolutions this year? Is it already hard to follow through with these resolutions, just a few days in? Maybe it's better to focus on outcomes this year: what should be the result at the end of the year? Then establish a structure and support system with all the resources you need to make it happen. Psychologists say a focus on outcomes will increase the likelihood of success. No matter what, we wish you luck with your resolutions our outcomes for the year. In the meantime, here are the most important stories of the week: 2017 Banking Industry Outlook. "The financial services industry faces daunting challenges, but there are still reasons for optimism. Established financial institutions continue to maintain certain advantages over new competitors, and a few of these traditional players will emerge from this transitory period as leaders and innovators." Payments 2016: The year of the “Ecosystem,” redefined. “The payments ecosystem is being redefined. In a world where new technology becomes available and commoditized quickly, customer experience and agility will drive the transformation of commerce and brand interaction.” HBR-quality post about Kick-ass Customer Service. The best customer service agents? "They do understand customers’ needs and frustrations. But they respond in a distinctive way. They recognize that after toiling away online trying to self-serve, customers don’t want an apology—they want a solution." Think Voice is not the future? Think again. According to Gartner, 30% of all searches will be done without a screen in 4 years. "About 20% of brands will abandon their mobile apps by 2019. Gartner says that many brands are finding that the level of adoption, customer engagement and return on investment (ROI) delivered by their mobile applications are significantly less than expected, according to Gartner. Some will replace them with chatbots, interacted voice-responsive snippets of artificial intelligence."