Category Archives: Financial Services

Wealth management – What are you doing next?

What a time to be in the wealth management industry… – What are you doing next?

In my work I am confronted daily with clients’ questions on what they can expect next to ‘hit’ them. We read and hear every day about startups, fintechs, robo advice, disruption etc. and I will obviously share my perspectives on these, there is also the logical next question of “what are you doing next?” All wealth managers know too well that their business model is under pressure and that significant change is expected (it has already started). Reality is that in many cases most of their budgets are still allocated to initiatives focussed on legacy technology and regulations. If they are considering top-line growth initiatives these tend to be approached in isolation or as an add-on to the existing practices, instead of being integrated properly into their broader business model and operations. This is interesting considering that there has been a growing emphasis being placed on customer centricity (and contrary to this, legacy technology and regulations are mainly internally focussed initiatives).

SocialFS 21 v2

http://www.wordclouds.com

Change creates opportunities

Some observations to consider before you continue reading…  Continue reading

Guestblog: Where is “PayPal” for my identity? (or the Beatle-esque title “Filing Cabinet in the Sky”)

Please find a guestblog by Sonia Miles-Khan. She is a FinTech and Innovation practitioner and I am excited to share her thoughts on this blog.

Where is PayPal for my identity?

Or more broadly “Where is my digital safe deposit box/identity bank?” my “filing cabinet in the sky” so to speak…..

identity1

Source image: www.buildthesong.net

Why do we need it?

In society’s movement toward faceless and paperless digital transactions in all walks of commerce and life, the need to verify who we are and authorise transactions is increasing. For example, everyday many of us pay for things online. In the past we had to trust payment gateways with our credit card details and keep these details on us at all times. We had to fill out pesky direct debt slips and sign them and fax them off to administration facilities. However now we don’t need to do that. PayPal is the secure payment gateway that we trust. We enter our bank and card details and secure them with an alpha-numeric password in our PayPal account.

Similarly “proving” who we are has evolved as a laborious task.  While 100 years ago a birth certificate and or identity card proved who we were, now we have a complex web of proving our identities; proof of age cards, birth certificates, drivers licences, passports, visas, passwords, PIN numbers, Tax File Numbers, fingerprints, CAPTCHAs…

Not only do we need to prove who we are to obtain an ID, we also need to continue to use ID after ID, to prove who we are and to multiple organisations.

The administration alone of maintaining current identification status quos is laborious. Adding to this the widening ages and literacy levels of those transacting online and the need for simple identification solutions becomes very apparent. Continue reading

Customer Experience: Playing maturity catch up…

Observations from the Sydney CX Design & Implementation Conference

(11 November – 12 November 2015)

I was lucky to be able to attend the Customer Experience Design & Implementation conference in Sydney last week listening to and speaking with organisations as each shared their experiences, success stories (of course) and learnings (can’t be enough) from organisations covering (but not limited to)  Telco’s, Financial services, Age-care, Government, Recruitment, Logistics, Design, Technology vendors, Fintech and Startups.

It was great to hear the variety of ways organisations make an effort to improve customer experiences across different industries. Such perspective across industries becomes increasingly valuable as many of the experiences people have to one industry drive their expectations and perception of others. As a result, a glass ceiling is put over industries with lower maturity levels in regards to customer experience and related expectations. From my view, which focuses on financial services and wealth management, those industries with lower customer experience maturity levels must play ‘maturity catch up’ versus other more established industries and/or organisations.

In case you are not interested to read further for more detail, buzzwords to summarise the conference include: #Employeeengagement drives customerengagement; #Designthinking; #Listening; #Empathy; #ValueExchange; #Culturalchange; #Differentiateyourexperience; #Multiscreen/#Multidevice; #Rewarddrivescustomerbehaviour; #Customerownsthejourney; #Actionable; #Beingandfeeling; #Voiceofthecustomer; #Nuroscience; Continue reading