In view of data-driven and customer-centric user experiences becoming ever more important, BNP Paribas Fortis developed ‘James’, an online and personal investment advice service that is both human and digital. Since the launch in 2009, the James’ customer base expanded from 20,000 to 100,000. This case study analyses the implications of using digital technologies for customer interactions in retail banking.

The financial services sector is facing its most radical change in decades. At the origin we find increased regulation, changing customer behaviour and technological innovation. Moreover, both small start-ups as well as large established tech companies are challenging incumbent organisations. If you want to prepare for the future you need to master four capabilities: design superior customer experiences, set-up data-driven experiments, build multi-party collaborations and provide platform-based solutions.

The main priorities of Belgian human resources departments are still leadership development, recruitment & selection and talent management. This is evident from the third successive annual HR Barometer study by the HR consultancy firm Hudson and Vlerick Business school. This year, the HR Barometer study examined the impact of Belgian personnel policy on the organisation in greater depth.

Hospitals are increasingly joining forces in networks of different types, sometimes with other healthcare players. This is an unmistakable trend, but forming networks is also an important strategic decision. How can hospitals ensure the right decisions are taken, both today and tomorrow, guaranteeing a robust, resilient and versatile organisation in the long run? Changes are rapidly succeeding one another, but who knows what healthcare will be like fifteen years from now and what the best set-up would be for these networks? No one can predict the future. However, despite all the uncertainties, a scenario analysis can help in the decision-making process.