Modernizing the mainframe for the digital era

Sonny Sonnenstein is not a mainframe guy. “I’m a banking technologist,” says the CIO for retail, business, and digital banking at M&T Bank. But it is safe to say that Sonnenstein understands something about investment risk and when it’s time to double down on a strong hand. He’s doing just that on the bank’s IBM…

FOS CIO shakes up IT department, starts cloud migration

Established by the UK Parliament in 2001 to settle complaints about financial-services companies, the Financial Ombudsman’s Service (FOS) has served an increasing number of consumers, recently dealing with more than a million people a year. Heightened demand through the COVID-19 pandemic has put even more pressure on FOS, whose services are free to the public,…

The 4 P’s of Customer Engagement

“The 4 P’s of Customer Engagement” is a concept I coined a couple years ago that summarizes what companies need to prioritize to create experiences that matter. For a customer interaction to embody the 4 P’s, it must be personal, predictive, proactive, and pervasive. Here’s what I mean by this: Personal: We all know the more personal…

Future Proof: Technology Solves for Business Value

Business and technology were once seen as separate or distinct, but today they are deeply intertwined. In fact, the days of task-driven technology have vanished, replaced by technology as a vehicle for business growth. Organizations must leverage technology to solve for business value or understand that business longevity will suffer. While enterprise transformation is driven by customer…