Fantastic Playable Ads Traffic – A Simple Guide To Effective, Targeted Traffic

Introduction to Web Traffic   Targeted traffic generation seems to be one of the hardest parts of online marketing for most website owners. Perhaps it’s the idea of having to find people to come and look at your site, or using the different platforms to encourage more traffic that scares people into inactivity. To be […]

Separating Issue Resolution from Issue Prevention

Continuing with the Council’s topic of the month, Ownership and Governance Structures, this week I want to focus on the importance of structures in impacting incident resolution and problem management processes. Our research shows that when we receive customer complaints, many of us attempt to simultaneously resolve the complaint and uncover the root cause of […]

Driving Your Employees Toward Inefficiency?

As frequent readers of our blog will know, we’ve focused a lot in the past weeks on the concept of exposing Operations’ hidden inefficiencies. These are opportunities for sustainable cost reduction that often lay under the radar for most executives and can remain undetected while generating significant sources of waste for the firm. Waste or […]

Processes Need Governance Too

We had originally conceived of this “topic of the month” series as a showcase for our work on the reporting structures and metrics that govern the different content themes our members care about – things like risk, day-to-day transaction processing, and customer experience improvement. I guess you could say we were narrowly focusing on the […]

A Primer for Achieving Short-Term Cost Reduction

As many of you may know, at the start of every year the Council sends out an annual poll to gain insight into our members’ top challenges and concerns. This generally helps feed into our research planning for the coming year, and it’s helpful to hear what challenges emerge and how they compare to years […]

How to Restructure Operations for Success

This week wraps up February’s topic of the month on Ownership and Governance structures, and with that I wanted to highlight some recent work the Operations Council has published on actual operations structures of members we’ve worked with. A recent survey we sent to Operations Council members shows that 80% of firms have restructured their […]

Join Us at the 2012 Financial Services Conference

With spring right around the corner, we’re ramping up our planning activity for the CEB TowerGroupFinancial Services Conference. Last month saw the inaugural European conference, and if the takeaways from that event are any indication, you won’t want to miss the Boston event on May 23-25. This year’s event covers pressing topics in the financial […]

Properly Assess Your Risks of Outsourcing

To continue with this month’s topic of the month on Managing Uncertainty, this week we’re focusing on the risks that can arise when working with external parties (such as BPO vendors) and how Operations can mitigate those risks when transferring critical services or responsibilities to a third party. One institution we call Paulson Financial was […]

Keep Your Focus Despite Regulatory Change

Continuing on with March’s topic of the month, Managing Uncertainty, this week I’d like to focus on a topic that’s top of mind for many members of the Council – regulation. On just about every other call I do with members – regardless of whether they are located in North America, the UK, or Australia […]

Why Traditional Cost Cutting Won’t Bring You Sustainable Cost Reduction

In our recent study on Trends Impacting Operations in 2012, we discussed a key challenge facing many members today: continued year on year cost reduction. Despite the cuts made across financial services in recent years, over 60% of Operations executives are forced to reduce their budgets further in 2012. But while traditional budget reduction strategies […]