Harvard Business Review

JULY 28, 2016

Across Africa, banking is being redesigned. While the banks compete among themselves, they face existential threats from amalgam of entities, not necessarily possessing bank licenses. For example, from telecommunication companies to fintech entrepreneurs, African banking fees and commissions are under tremendous presure.

Banking 8

Banking Industry Disintermediation Offshoring 8

Harvard Business Review

NOVEMBER 21, 2011

How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? If a well-chosen 140 characters provoke comparable results — and the personal satisfaction of public shaming — then that's what will increasingly occur.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Harvard Business Review

JUNE 27, 2017

Executives should also be wary of how AI increases the dangers of brand disintermediation. The Curious Incident of Brand Disintermediation. Furthermore, as those systems become increasingly capable, they could potentially lead to brand disintermediation.

Brand 10

Brand Disintermediation Ethics Technology 10

Harvard Business Review

JULY 12, 2017

Intermediaries or “trust brokers” do not have to be written out of the equation — or disintermediated — as many blockchain enthusiasts argue. Rather, they can become early adopters of the technology. And yet trust in business institutions, and the financial services sector in particular, is at an all-time low.

Insurance 11

Insurance Industry Policies Market Penetration 11

Harvard Business Review

MARCH 14, 2017

Travel loyalty programs tend to be complex and multicurrency, making them different from retailers, which typically run simple discount programs, or from banks, which offer cash back or a single currency that can be spent easily across a range of merchants. The Benefits of Disruption.

Loyalty 12

Loyalty Customer Loyalty Travel Hotels 12