Optimise sales performance management to improve customer experience17/04/2019 Executive Columns
You’ve probably got at least one CX program in your business, or more likely, several of them run by different teams. They will, no doubt, be focused on customer satisfaction, brand perception, sentiment, and engagement. They will provide your...
Simulate me: embracing the next evolution of predictive analytics for financial services03/08/2018 Executive Columns
The rapid proliferation of artificial intelligence (AI) technologies has made what was once fanciful prophesying into a predictable reality. Countless financial services institutions (FSIs), particularly in the wealth and asset management space,...
'Becoming a mobile-first, customer centric bank' – Felimy Greene, Regional Head of Customer Franchise, Citi Asia Pacific and EMEA12/09/2017 Executive Columns
Technology has evolved at an extraordinary pace since the invention of the silicon chip in 1961. But its global consumer reach and its impact on businesses has been most dramatic in the last decade. Just over ten years ago, Apple launched the...
'The future of digital banking in Asia', Sandeep Lal, Head of Digital Bank, DBS Bank14/08/2017 Executive Columns
It's an extraordinarily exciting time for the future of digital banking in Asia. Digitalisation is being embraced by all segments of the population, bandwidth is cheaper and faster, devices are more sophisticated, and usage is skyrocketing. Just...
'Resisting the cyber scourge: four critical priorities for financial services' – Craig Davies, Chief Executive, Australian Cyber Security Growth Network02/08/2017 Executive Columns
More than ever, technological innovation and cybersecurity are being applied as business strategies to help manage risk and enable growth. The blurring line between a traditional cybersecurity business and a fintech business continues to accelerate...
'The future of banking will include brick-and-mortar branches,' Gonzalo Luchetti, Head of Retail Banking for Asia Pacific, Citi11/07/2017 Executive Columns
Alibaba, Amazon, Uber, Grab, and Airbnb, to name a few, are redefining customer expectations. Harnessing the power of integrated, digital platforms, they offer frictionless transactions and seamless service. Concurrently, clients are spending a...
'Robos turn to humans to get the job done,' Jacqui Henderson, Founder & Chief Executive, Adviser Intelligence26/05/2017 Executive Columns
Hearing the various interpretations of so-called ‘robo-advice’ models, you may be thinking the ‘bots are preparing to take over the world. However, leading US providers are now introducing humans into their robo-advice models, or launching “hybrid...
'Voice Biometrics Enhancing the Customer Experience,' Tanya Smith, Head of Customer Experience, Citi Australia19/05/2017 Executive Columns
Let’s face it, trying to remember complicated passwords, PINs and usernames can be torturous and time-consuming when you’re on the go and trying to make payments or access your money. Spending lengthy periods on the phone to your bank trying to...
'Join the data revolution,' Michael Gorriz, Group Chief Information Officer, Standard Chartered Bank19/05/2017 Executive Columns
The explosion in data sources – mobile data, real-time social data, and the Internet of Things – combined with the coming of age of data science and open-source data technologies, has created a clear divide between the banks that are ready to...
'The Australian life insurance industry – The time is now,' Anand Thomas, Chief Customer Officer, Bancassurance, Digital and Direct Insurance, MLC Life Insurance13/05/2017 Executive Columns
ASIC’s (The Australian Securities and Investments Commission) Deputy Chair, Peter Kell, has called it the festival of insurance. The life insurance industry in Australia is facing a level of scrutiny that it has never experienced before from...
'CPA - the heart of a sustainable online business model?', Simon Isaacs, Founding Director, eBroker21/04/2017 Executive Columns
In the business lending space, building the product or service to meet the general demand doesn’t seem to be the difficult obstacle it once was. The speed of innovation and flourishing competition with new brands joining every few months looks to be...
'Fintech: The Future of Banking?,' Ian Pollari, Partner, Head of Banking & Co-Lead of Global Fintech, KPMG Australia15/03/2017 Executive Columns
“We have to have the mindset of a fintech company”; “We need to think and act like a 200-year-old start-up”; “If we don’t innovate, we’re toast”. These statements from Australian bank CEOs highlight three strategic implications for the future of the...
'Pushing the barriers with fintech,' Kendall Flutey, Co-Founder & Chief Executive, Banqer03/03/2017 Executive Columns
You could be forgiven for underestimating New Zealand’s FinTech ecosystem. Like most things in New Zealand that don’t include an oval shaped ball, FinTech is largely rendered insignificant to the masses. As Peter Fletcher-Dobson, Digital Advisor to...
'Radical change for finance starts with transformation of self', Bem Le Hunte, Associate Professor, University of Technology Sydney08/02/2017 Executive Columns
It’s heartening to see how innovation is being embraced by all industries, not just as a ‘thrive or die’ imperative but as a life-enhancing exploration of possibilities. Creative thinking is spreading far past the traditional creative industries,...
'Adapting to digitally-disrupted industries', Mary James, Chief Information Officer, Bank Danamon Indonesia27/01/2017 Executive Columns
Banks are part of the ‘digitally disrupted’ industries, and we can understand why. Banks are mired in legacy technology. Trying to migrate to new and emerging technologies, while being hindered by legacy and regulation can appear to be a...