A recent Ernst & Young survey on Global Consumer Banking reported that 48% of customers around the world plan to change banks because of general levels of service.

In today’s post-crisis banking environment, it is more critical than ever for banks to maintain strong relationships with their customers. Improving customer engagement and loyalty through personalized customer service, convenience and proactive outreach is proving to be a measurable competitive advantage.

At the same time, there is increasing pressure to cut costs throughout all financial service organizations. The two goals seem opposing on the surface, but are they?

In our sophisticated communication environment, the ability to balance great service with the need to contain costs may seem further than ever from reach. But is it?

We’ll discuss the advantages of modern contact center systems, including ways to:

Use business intelligence, personalization and analytics to streamline and enhance self-service interactions
Segment the customer base to drive revenue through tailored product offerings, up-sell and cross-sell offers
Deepen customer relationships with proactive outbound customer engagement and notifications
Address changing customer communication preferences including mobile and social channels
Simplify compliance with evolving industry regulatory requirements
Understand how personalized self-service can be used to cost-effectively strengthen your brand, increase loyalty and obtain new customers.

In a recent whitepaper entitled “Social Media Services: Trends in Customer Care Outsourcing”, International Data Corporation (IDC), a leader in market intelligence for telecom and information technology, looked at some of the key trends and differentiators in Social CRM.

A key point in the study is that Social CRM is still very new ground. Making an investment now allows organizations to “get in on the ground floor” and lay the framework to support additional channels as they evolve, and to be part of the creation of the best practices for what works in the social sphere. As the technology evolves, it’s likely that social will cease to be an “add-on” or optional support channel and much more likely that it will become standard to CRM implementations due to customer expectations. (This evolution may happen faster than you think: per a recent story on MediaBistro, 71% of 16-24 year olds indicate the first thing they do when they have a problem with a product is go online, and the shift to social channels is not exclusive to that demographic. ) The overarching goal is to create a single, unified view of the customer. This way, appropriate social media interaction with the customer can be conducted with the appropriate history and context.

Some of the key differentiators of social CRM that will require your business to put new best practices into place are:

• Channels are now customer-dictated. While voice-based call centers offer only inbound and/or outbound IVR customer service, consumers will chatter on social networks of their choice, at whatever time they see fit. Your strategy and technology for monitoring and responding via these channels will necessarily evolve. Technologically, the biggest challenge will be combining all of these communication channels to maintain a single view of the customer, so that social interactions can be tailored to the individual with the same history and context as a voice interaction where an agent has the benefit of a screenpop with all the relevant information.
• Conversations are continuously adapting, and non-scripted. When issues are escalated from automated systems, call center agents still can often work off of a script while social conversations are more likely to go into tangents and often have a different set of rules of (n)etiquette. Agents may need special training, particularly if they are not digital natives.
• New metrics are important. Because of the visibility of social channels, there is now significant transparency into the sentiment about your brand. Appropriate analytics will need to be implemented to separate the signal from the noise and evaluate not just sentiment, but also efficiency, effectiveness and return on investment for your efforts. Reporting tools and dashboards can assist subject matter experts and other stakeholders in assessing this data.
• Timeliness is critical. Much like how channels are customer-dictated, many businesses – particularly large ones – will find there is a 24/7 expectation of rapid responses via the social channel.

Once these core competencies are understood, they are used to enable the three critical activities in the social space: listening, understanding and responding. Each phase incorporates different elements of the aforementioned core competencies. Listening requires appropriate tools and analytics; understanding requires sentiment analysis and the ability to put feedback into context; responding requires accuracy and timeliness.

At Voxeo, our Prophecy and VoiceObjects platforms let you create a social CRM tailored specifically to your business, and provide unified self-service across channels so that you can reach customers in the way they want to be reached, whether it’s via SMS, social media, mobile apps or voice. To learn more about the ways in which consumer expectations are evolving in the social and mobile space and how your business should be responding, check out our whitepaper, “Unified Self-Service: Delivering On the Value Of Multi-Channel Customer Interactions.”

Want to learn how Voxeo can help unlock your communications and deliver a better customer experience? Please contact us!

Waterfield Technologies & Voxeo have partnered to put proven best practices, industry standards and the latest technologies at your fingertips — with less upfront expense and fewer headaches. Partnered solution focuses on customer retention, competitive positioning and profitability for banks and credit unions.

Orlando, FL – Waterfield Technologies, a leading provider of customer service solutions, and Voxeo, the Unlocked Communications™ market leader, have partnered to address the unique customer care and communication challenges facing today’s financial institutions (FIs). This partnership will revolutionize the way banks and credit unions interact with their customers in five major areas to improve customer retention, competitive positioning and profitability.

“Focusing on customer loyalty and engagement has always been key to successful revenue growth for companies; however, the current economic pressures facing banks and credit unions across the country has amplified the importance of these initiatives,” said Anne Bowman, chief customer officer at Voxeo. According to a recent Gallup poll, Americans’ loyalty to their primary banks fell to 23 percent in November 2011 from 32 percent in September 2010. “Banking customers are more likely than ever to switch their primary bank, creating a huge need for the industry to hone communications efforts that lead to increased loyalty,” she said.

Voxeo optimizes the way companies communicate with their customers using Interactive Voice Response (IVR), text, mobile web and social media. Waterfield has joined the Voxeo Connect partner program as a Certified Partner to offer deep expertise building and deploying solutions for financial institutions.
Together, the companies will deliver advantages in the following key areas:

1. Customer Experience Improvements. By leveraging the latest technologies and best practices, financial institutions can better balance the conflicting goals of improving customer loyalty while lowering costs. Many financial institutions haven’t updated their voice customer service channels in years. Waterfield and Voxeo enable personalized self-service capabilities that dynamically adapt to individual customer preferences, streamlining common requests for a better user experience and resulting in fewer overall transfers to a representative. The solution is also “multi-channel ready,” for a unified customer experience across voice, text, chat, mobile web, and native mobile platforms such as iOS and Android.

2. Proactive Customer Care. The most progressive financial institutions are using outbound IVR and SMS to offer customers the information they need, when they need it–and even before they know they need it. For example, outbound efforts can provide payment reminders, notifications and low-balance alerts to improve customer loyalty while reducing overall support costs. The solution easily integrates with common core banking platforms and utilizes existing business intelligence systems to enable personalized up-sell and cross-sell offers that drive revenue and increase Customer Lifetime Value.

3. Integrated Business Intelligence. IVR systems are a frequent source of customer as well as organizational frustration. When self-service is done properly, it’s a win for the customer and the business. The Voxeo and Waterfield solution offers built-in, actionable analytics and reports to eliminate the “black box” aspect of legacy voice platforms thus enabling customer-focused teams to easily pinpoint issues in real-time, better understand customer behaviors, and identify opportunities to enhance the overall service experience. This baseline understanding will empower organizations of all sizes to adapt and evolve their customer strategies to compete in today emerging financial marketplace.

4. Self-Service Administration. Unlike legacy IVR systems, Voxeo and Waterfield offer a solution built on known web standards for flexibility, control and ease of management. This standards-based platform enables FIs to utilize their existing IT staff to make routine changes and update self-service menus as dictated by the business. This capability represents a fundamental shift for FIs who have historically been captive to black box legacy IVR vendors for maintenance and upkeep of critical customer-facing voice channels.

5. Simplified Security and Regulatory Compliance. Banks are facing increased regulatory pressure to protect the privacy of customer data. With a 100 percent standards-based, certified-compliant solution and capabilities such as two-factor authentication and in-queue PIN validation, Voxeo and Waterfield ease the complexities of ensuring automated customer interactions are secure.

John Marino, president at Waterfield Technologies, said, “Industry analysts acknowledge Voxeo as a leading provider of IVR and multi-channel self-service. To that, Waterfield adds many years of financial services experience and pre-built interfaces to most of the common core platforms utilized throughout the industry. The combined solution positions our customers to take advantage of the latest technologies to build stronger, more profitable relationships with their customers and better compete for new customers.”

“Institutions that view their contact centers and services as a cost of doing business will struggle in a market where the source of differentiation has shifted to the customer experience,” said Denny Adams, director of channel sales at Voxeo. “We’re partnering with Waterfield to help financial institutions uncover opportunities to improve customer loyalty, drive more revenue and achieve bottom-line costs savings.”

Learn more and read our whitepaper, “Slashing Costs and Improving Customer Care in Financial Institutions” at www.waterfieldtechnologies.com/solutions/financial-services/

About Waterfield Technologies
Waterfield Technologies is a leading provider of multi-channel customer service solutions for financial services and enterprise organizations worldwide. The company’s suite of solutions provides our customers the opportunity to improve the speed, quality and efficiency of customer, business partner and stakeholder interactions while reducing their overall assisted-service operating costs. Learn more at www.waterfieldtechnologies.com

About Voxeo
Voxeo unlocks communications. We loathe the locks that make voice, SMS, instant messaging, Twitter, web chat, and mobile web, unified communication and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving–fueled by a company-wide obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100 from our headquarters in Orlando, Beijing, Cologne, and London. Visit us or join our conversations on the web at www.voxeo.com, blogs.voxeo.com or twitter.com/voxeo

ECCU, a full-service financial institution and banking resource for churches, Christian schools, missionaries, and other evangelical ministries, selected WT to both streamline their new account opening process and improve their existing IVR.

Online Enrollment & Account Opening

Waterfield’s Online Enrollment & Account Opening solution allows ECCU customers to open and fund new accounts in a simple online process, turning the online environment into a highly profitable sales channel. Built upon Outsystems .NET Agile Development Platform, WT’s solution includes industry-leading risk management, reporting, compliance, and configurability, as well as initial funding via transfers over the ACH network. The new solution provides ECCU with a secure, convenient method to serve their growing membership base within the US as well as missionaries serving throughout the world.

WT’s solution features real-time integration with FIS/eFunds ID Verification to protect against identity fraud and comply with the PATRIOT Act Section 326, 314 (a) and OFAC regulations. In addition to verification, the solution also validates, verifies and authenticates an applicant’s identity at new account opening with ID Authentication. Incorporating all aspects of the membership enrollment and account opening process into one solution, will allow ECCU and members to instantly open and fund new accounts.

IVR

WT was also selected to upgrade, service, and make modifications to ECCU’s existing IVR. WT upgraded ECCU to the most current Convergys/Edify Voice Interaction Platform (EVIP). The new solution provides customers with anytime, anywhere access to account information. WT also built a development environment for ECCU to ensure all changes and modifications are throughly approved and tested prior to deploying in a production environment.

About ECCU

ECCU is the banking resource for churches, Christian schools, and other evangelical ministries nationwide. They also serve missionaries in more than 100 countries around the world. While its business focus is providing financial services to evangelical organizations, the credit union does provide personal banking services such as savings and checking accounts to individual members and their families. For more than 45 years ECCU’s members and employees have shared a commitment to the mission of making evangelical Christian ministries more effective.

OutSystems’ Award Program Recognizes Latest Agile Application Projects Delivered On Time, On Budget and With 100 Percent User Adoption

SAN RAMON, Calif.–(BUSINESS WIRE)–OutSystems:

OutSystems, provider of the industry-leading Agile Platform application development environment, announced today three new winners of the Outsystems’ Agility Award, recognizing accomplishments for projects that were delivered following an Agile process and exhibited real business benefit.

The winning companies are Waterfield Technologies, TNT Express and their systems integrator COOLProfs, and Turismo de Portugal and their systems integrator Normatica.

The Agility Award program was launched at the end of May 2009. The awards are submission-based and recognize teams and organizations who have fully embraced Agile methodologies and iterative, user-oriented development to deliver application projects on time, on budget and with 100 percent user adoption.

In the spirit of Agile, the Agility Awards will be given on an on-going, monthly basis. For a list of all award winners visit http://www.outsystems.com/goto/agilityaward.

Agility Award Winning Projects and Supporting Quotes

Waterfield Technologies, Online Banking Real Time Account Creation & Funding Project: Waterfield Technologies used the OutSystems Agile Platform to develop an application for the real time collection, vetting, funding and opening of accounts for a bank, credit union or other financial services provider. The system interfaces with five external databases and systems for immediate online processing of bank accounts as a result of online or direct mail marketing. The application allows the bank to quickly convert interested prospects into bank customers by simplifying the traditional application process used by many banks which often results in hours of offline processing and review and days of customer delay. Delivered in 12 weeks in 4 sprints.

“Utilizing OutSystems’ Agile Platform and the agile methodology allowed a broader range of participants from the bank’s perspective to be involved in the development process, thereby creating a more effective application once it reached production. Being able to rapidly respond to unforeseen obstacles and the rapidly evolving fraud landscape was essential in the development of this system. Our ability to continue to evolve the application and respond to business change is a testament to the overall effectiveness of the Agile Platform.” – John Marino, President of Waterfield Technologies

TNT Express and their systems integrator, COOLProfs, for the GARD project: The GARD project provides a structured working environment that streamlines and enhances business retention and the development of TNT’s portfolio of global customers. GARD will play a key role in securing TNT’s Global Accounts revenue, which accounts for around 20 percent of the total TNT Express revenue. GARD will also ensure that the global resource pool of contract managers shares best practices and focuses its efforts on the most important issues. Delivered in 7 weeks in 3 sprints.

“The Agile methodology, employed by COOLProfs to build GARD, allowed they system’s key stakeholders, Contract Managers at TNT Global Account Management, to fully participate in the development of a tool which enables them to pool their extensive knowledge and experience towards supporting the key business processes; facilitating account retention and development.” – Hugo Koppelaars, solutions and commercial global account management director at TNT Express.

Turismo de Portugal and their systems integrator, Normatica, for the School Management System project: The SIMPLEX School Management System is a next generation school management solution providing an interactive community portal for stakeholders (management, administration, teachers and students) to enhance the efficiency of school administration and improve resource optimization. The platform covers a school’s diverse operations including Student Management, Class Management, Trainer Management, Course Management, School Facility Management, Meal Plan Management, Scholarship Management and Student Application Management. Delivered in 20 weeks in 6 sprints.

“The agile methodology has enabled great stakeholder alignment and has reduced the traditional distrust that exists in technology projects following a waterfall model. The new School Platform has simplified the administration processes at 17 different Schools of Hospitality and Tourism allowing the staff to focus on excellent education.” – Hugo Sousa, IT Director at Turismo de Portugal.

OutSystems Supporting Quote

“This quarter’s winning applications show the speed and agility that can be obtained using the Agile Platform,” said Mike Jones, agile evangelist and vice president of marketing at OutSystems.

About OutSystems

OutSystems’ Agile Platform is used by IT teams around the world to rapidly develop and manage flexible web applications and business processes using agile methodologies. The integrated platform unifies the two life-cycles of application development and business process management within a single, powerful environment—enabling the automation of business processes and delivery of flexible web applications that are built for continuous change.

Companies use the Agile Platform to integrate, develop, deploy, monitor and change web apps and business processes—delivering business value in weeks rather than months or years.

Introduced in 2001, with over 6,500 installations, OutSystems’ Agile Platform has been honored with multiple CODiE and JOLT awards and is supported by an active community of more than 1,700 developers, 500 certified practitioners and over 50 implementation partners. Its free Community Edition is also available at http://www.outsystems.com/download.

Nuance Communications, Inc. (Nasdaq: NUAN), today announced significant advancements in its strategic Natural Language Processing (NLP) initiative for the healthcare industry. Expanding upon its existing technological capabilities and team of health information technology (HIT) experts, Nuance, a market leader in speech-driven clinical documentation and communication, will deliver breakthrough NLP-powered clinical documentation solutions to help analyze, structure and utilize the more than 80 percent of unstructured clinical documentation that exists in the healthcare industry today.

By empowering healthcare organizations to “unlock” unstructured clinical documentation, sometimes referred to as the “narrative blob,” Nuance’s NLP solutions will enable the extraction of clinically relevant data that would otherwise be impossible to access, unless done manually by humans. With this access, healthcare organizations will increase the amount of meaningful data that can be used for clinical decision making, leading to improved patient care and a reduction in overall healthcare costs. Furthermore, by helping collect and report on various diagnostic, quality and safety measures, Nuance will help healthcare organizations advance efforts to qualify for Meaningful Use reimbursements associated with certified electronic health record (EHR) technology, as outlined in the HITECH Act.

In addition to significant internal NLP research and development investments, Nuance has acquired key technologies and researchers from Language and Computing, Inc. (L&C), a pioneering developer of clinical narrative processing technology. Nuance has also formed a strategic partnership with Massachusetts General Hospital (MGH), which will enable Nuance to incorporate MGH’s proven NLP solution, Smart Dictation, into its own solution portfolio for the healthcare market.

“Natural Language Processing adds meaning to the clinical narrative, so that clinicians’ spoken words are not simply transformed into text, but can be used to create meaningful clinical data that can be inserted into an EHR or other data repositories without forcing doctors to document via time consuming and restrictive point-and-click templates,” said John Shagoury, executive vice president for Healthcare, Nuance. “By adding these new Natural Language Processing technologies and capabilities, Nuance has advanced its commitment to improve the clinical documentation process for healthcare organizations by extending the power of our speech-driven solutions that cater to both to clinicians’ documentation preferences and provider organizations’ need to create structured data within their EHRs.”

By integrating L&C’s NLP technologies into its healthcare portfolio, Nuance will enhance its ability to address the structured data management challenges in healthcare with its award winning line of clinical documentation solutions including Dragon Medical, eScription and Dictaphone Enterprise Speech System. With these integrated technologies, Nuance will provide solutions to the healthcare market that enable advanced clinical data warehousing, clinical decision support, data mining, coding for billing and disease management. L&C’s powerful technologies include a comprehensive medical knowledge base that is specifically designed to extract clinically relevant and discrete data from unstructured medical documentation. L&C technology is currently deployed at major healthcare institutions, including Kaiser Permanente and Ochsner.

As part of Nuance’s broad partnership with MGH, Nuance will exclusively license Smart Dictation NLP, a pioneering system that was developed by the MGH Lab of Computer Science, which is currently being used by MGH physicians to automatically extract key data elements from narrative dictations and populate the EHR. Nuance will leverage key capabilities of this technology alongside its full portfolio of NLP and speech-driven clinical documentation solutions to help healthcare organizations convert unstructured text into a structured, digital and interoperable format that contains extracted data elements for a variety of applications.

To further support its mission associated with NLP development and its goal of maintaining the important clinician narrative in EHRs, Nuance has joined the Health Story Project, a collaboration of healthcare vendors, providers and associations. The Health Story Project believes clinical documentation that includes the physician narrative is crucial to facilitate the electronic exchange of comprehensive health information and should be defined as part of Meaningful Use criteria. Additionally, with this group, which holds an Associate Charter Agreement with Health Level Seven (HL7), Nuance will contribute to the development and support of the HL7 Clinical Document Architecture (CDA) standards to enhance the flow of clinical information between narrative dictations and the EHR.

CINCINNATI & NEW YORK, Mar 11, 2010 (BUSINESS WIRE) — Convergys Corporation (CVG 12.56, +0.29, +2.36%), a global leader in relationship management, announced today that Customer Relationship Management (CRM) Magazine selected it as a Service Winner in the Outsourcing category.

CRM Magazine is a leading publication of the customer relationship management (CRM) industry. Recognizing how the economic climate helped drive service as a significant differentiator, CRM magazine’s annual CRM Service Awards honor the vendors, consultants, and end-user companies focused on customer experiences through the integration of people, processes, and technologies.

Citing Convergys’ excellent reputation in the marketplace, innovative roadmap, and overall value proposition, CRM announced the winners in the “2010 Service Awards” March issue — its seventh annual review of industry innovation and success.

CRM Magazine has previously recognized Convergys in the Outsourcing category in 2006, 2007, and 2008.

CRM Magazine selects its service winners based on a proprietary selection formula that includes industry analyst ratings for customer satisfaction, depth of functionality, and company direction.

“We are honored to be recognized once again by CRM Magazine as the winner in the Outsourcing category,” said Andrea Ayers, Convergys President, Customer Management. “This recognition is a testament to the strength of our dedicated contact center agents across the globe. Convergys is committed to providing a superior service experience to our clients and their customers through our agent-assisted and self-service solutions, and this award solidifies that commitment.”

“CRM Magazine is pleased to present the 2010 CRM Service Awards to those companies and individuals raising the bar in service-related customer relationship initiatives. These efforts are helping companies streamline business processes, maximize profitability, and provide more value to customers,” said David Myron, editorial director of CRM Magazine. “Congratulations to this year’s award recipients. May they continue to raise the standard of CRM excellence.”

Convergys Customer Solutions optimize everyday interactions throughout our clients’ enterprises — turning the customer experience into a strategic differentiator. As a single-source provider of self-service, agent-assisted, and proactive care, Convergys combines consulting, innovative technology, and agent-assisted services to optimize the customer experience and strengthen customer relationships. Through the provision of outsourcing services or improvements to an in-house contact center, Convergys helps its clients build more effective relationships with their customers.

About Convergys

Convergys Corporation (CVG 12.56, +0.29, +2.36%) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys, a Fortune Most Admired Company for nine consecutive years, has approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

OutSystems announced the latest release of their 5.0 Agile platform last week.

Here’s the post from their blog regarding the release, its new features and some of the product details.

Give us a call to schedule a demo of the software or let us know if we can help you get a version downloaded and setup in your environment, at no cost!

From OutSystems.com:

In this version we’re taking agile a step further; not only are we supporting the entire application lifecycle management for web applications, we also added support for IT teams to rapidly develop business processes using agile methodologies.

Traditionally, business process development was done at a different pace using different tools than IT used for application development. However, one of the biggest challenges facing the business process world is the integration of business processes with applications; which meant one of them was always waiting for the other.  And, in the case of our customers who already use the Agile Platform, web application development was happening faster than business processes development.

With version 5.0 of the Agile Platform, we have closed that gap! Using the new Business Process Technology capabilities of the platform, IT teams can develop business processes totally integrated with web applications in an agile manner. All artifacts that the Agile Platform provides for Web Application development – like TrueChange technology, 1 Click-Publishing, Real Time Monitoring, and so on – are also available for business process development.

To develop this new capability, the OutSystems R&D team partnered with one of our customers, Van Ameyde, to design and implement this capability. Van Ameyde uses business processes intensively for insurance claims processing and has very heavy change demands for those processes. Customer participation has been key to the development of the new 5.0 functionality, and we believe that it led to a pragmatic implementation of Business Process Technology that will allow IT teams to fulfill the needs of the business from a process perspective, as fast as they have been doing for web applications with the Agile Platform.

Along with Business Process Technology, version 5.0 includes many other improvements that will make developers a lot more productive. If you’re already using the Agile Platform, check the videos of some of the improvements we made to the platform. If you want to give it a try for yourself, the best thing to do is download the (free) Community Edition and try out the new capabilities of the platform.

Great post from OutSystems regarding the use of Agile and Scrum in the application development of Fly.com.

The post summarizes a recent webcast from Max Rayner the CTO of TravelZoo.

Travel Zoo is travel publisher with 18 million subscribers and fly.com is an online app that helps you find the exact match to your air travel needs. During the webcast Max discussed the problem space, their agile approach, the innovative metasearch engine, how they managed a distributed team, challenges, key learnings and reasons for their success.

At the core, we are often asked about using Agile in “real world” scenarios.  The thinking behind the question is likely based on the presumption that Agile works best for internal, low volume applications.  Its great to see TravelZoo and Fly.com see so much success with the approach and the software tool.

The full, original post is located here.

OutSystems recently posted the following bit regarding good sources of introductory information on Agile practices and Agile methodology.  We thought you would find useful:

In no particular order:

1. Jutta Eckstein’s book – Agile Development in the Large
2. Mitch Lacey & Associates – for their Blog + PDF Decks
3. Juergen Appelo’s blog “Noop.nl“
4. James Shore’s Blog “The Art of Agile“
5. Google Tech Talks: Elisabeth Hendrickson on Agile Testing
6. Craig Larman’s book “Agile & Iterative Development“
7. Dan North’s Blog “Introducing BDD“
8. James Bach’s resources (blog, book, pdf & articles) on Exploratory Testing
9. Last but not least,  Rodrigo Coutinho’s video on “The Secret of Agile Speed”