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

Brand managers and customer care leaders beware. How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? In theory and practice, having your airline or local store quickly acknowledge and respond to constructive complaints can be wonderful. Everyone looks good.

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. As brands assume more and more AI functionality, businesses must proactively manage any potential ethical and legal concerns. Whatever the form factor, companies must skillfully manage any future shifts in customer interactions.

Brand 10

Brand Disintermediation Ethics Technology 10