Surviving & Thriving in Financial Services in the 2020 s

Size: px
Start display at page:

Download "Surviving & Thriving in Financial Services in the 2020 s"

Transcription

1 Surviving & Thriving in Financial Services in the 2020 s

2 INTRODUCTION: THE WORLD IS CHANGING We can all sense that something significant is happening around us; not only in the Financial Services Industry, but in all aspects of the world; from the Arab Spring, the conflict in Syria to the reversal in global economies with the Eastern economies leading the G20 out of recession. Not to mention the increasing number of freak weather events; Hurricane Katrina, increasingly high magnitude earthquakes in Asia and in 2013 the UK experiencing its hottest year since Things are changing faster than ever before. Society is changing shape and diverging. The world s population will be over 8 billion by 2025 and the UK population is predicted to grow to over 67million, with the population of people aged 60 and above in the EU rising by more than two million a year. In the UK a third of people will live alone and two-thirds of us will live in cities, with fewer people living in poverty. We will increasingly feel the impact of climate change with more natural disasters and more extreme weather. Energy and materials usage mean our resources become scarce; we ve already passed peak oil, meaning prices will continue to increase. We will have to move to a low carbon, low energy economy. Economic power has shifted to the East - by 2025 China and India together will account for 40% of world trade flows. The cost of living will be higher and a pensions crisis is looming - money will be tight! By 2025 technology will have taken even larger strides; computers that think as fast as humans will be widely available and affordable. All of these have huge implications for the future of Financial Services

3 DIFFERING CUSTOMER NEEDS Baby Boomers are the largest proportion of the population; in 2008 the UK had more over-65s than under-16s. By 2025, one in five will be over- 65, which means one retiree for every three workers. The financial services industry will need to deal with the Baby Boomer s specific needs; for example, they are more conservative and will be more reliant on face-to-face banking. As they retire, they will need access to customised services and personal financial products, especially covering long-term care cost. But it is Generation Y who are driving change. They have huge influence with over 9.7m members in the UK (1.7billion globally). They will become the primary engine of the UK customer economy and will become the most important customers for the financial services industry as they are techsavvy and financially strong. Generation Y want affordable and simple financial products and are projected to move into careful financial management, meaning they will require help managing and saving for retirement. The demographic changes will require financial services to think future-back, to understand how the world might be and how customers might live their lives in the near future. + You must have a clearly defined vision of where you need to be three to five years time + Be clear on your proposition to the customer and the operating model you need to deliver it + For different customer groups, the omnichannel and digital experience need to be tailored to their expectations and needs + Have a road-map to get from where you are now to where you want to be + Prioritise your transformation agenda to deliver stand-alone capability and benefits at key milestones en route to the end-game vision TRANSPARENCY AND SPEED In the increasingly interdependent business and personal world of the digital age, power is unquestionably shifting to the customer. This is exacerbated by the focus on fairness, ethics, suitability and transparency across all products and across the end-to-end marketing, sales and service process. Customers have high expectations expectations which do not respect historical sector boundaries but rather are set by the likes of Waitrose, Apple and Amazon. This is against a back-drop of mistrust and disillusionment with many traditional financial services brands. It s clear to the customer, which companies have customer-centric methodologies. Customers want transparency, for example, clear fees and ease of access to their money. You increasingly need to be able to match your customer s needs with your products and services. In parallel, you must think with a don t let the new entrants eat your lunch mentality and develop an innovation-led, test and learn, fast/fail culture. Keeping an eye on your competition will become ever more important. Being agile and able to react quickly will separate you from your competitors. Similarly, building the capability to respond to the hours not days timescales of social media, should begin now to fall in-line with customer expectation. An understanding that financial services need to be able to change and go on changing fast is vital.

4 AN AGE OF TRUST, RELIABILITY AND INTEGRITY BIG DATA AND NEW PLATFORMS Differentiating your brand and creating emotional engagement with your customers is the new battleground. The focus will be on the level of service provided and trust created. Those organisations renowned for customer service excellence place the development of a customercentric culture and the engagement of their people at the heart of their agenda. Staff at the front-line, interfacing with customers, will still have the ability to make or break a relationship with the customer. Therefore, your people are central in delivering your brand promise and inspiring your customers. + Be joined up around the customer and think outside-in from the customer s perspective to design the organisation around the customer Data is increasingly being utilised in order to understand what customers need and want and how best to target them. Data is a hot commodity. The amount available has increased exponentially; 90% of all data in the world has been generated in the past two years (and this continues to hold true as time passes). There are about 2.7 zettabytes in the digital universe now, during the next 10 years, this will exceed 40 zettabytes (40 trillion gigabytes). To hit that figure, all data is expected to double every two years. We need a way to manage, store and analyse the massive amounts of information as it grows, and cloud computing makes this possible. Cloud computing will overtake desktop within the next 10 years. + Integrate digital and social channels with offline capabilities to deliver an end-to-end customer experience across key customer journeys + Ensure that you do the what s important to the customer basics consistently well + Develop leaders to empower your people to do the right thing by the customer and to foster a culture where the customer is at the heart + You need to define the customer service strategy and proposition which underpin your core products to meet the needs of your customers Some financial service companies assume that all decisions are made rationally, but are coming to understand that this is not always the case. In the past financial institutions have confused the majority of customers with complicated products they don t fully understand and are now paying the price for mis-selling. In order to regain customers trust and be seen as a reliable provider, you will need to offer straightforward, uncomplicated products which require a more rational decision making process in conjunction with great service and practical advice. In addition, the growth of cloud computing will enable more new entrants to play in the financial services arena. It will reduce the upfront capital required to get a business on its feet and offers the promise of significantly lowering operating costs. It also promises to deliver early customer successes much faster than traditional platforms. Legacy businesses cannot therefore simply rest on their heritage. The winners will be those who utilise customer data optimally, using cloud computing as a platform. Preparing infrastructure for the impeding changes and investing in optimal data solutions and storage is key for future success.

5 IS THIS THE END OR THE BEGINNING OF FINANCIAL SERVICES ON THE HIGH STREET? We are living in an increasingly digital world and this is fundamentally changing the way customers select and buy products. In this new digital world, people will live their lives in fundamentally different ways. Digital will become the first point of call for customers and they will use digital to undertake more and more of their interactions with financial services in terms of the way they wish to find information and buy products. Customer interaction through different channels will not only become the norm and will be expected, facilitating access for new entrants, who will be unconstrained by legacy architecture. By 2025, only 10% of financial transactions will be made in cash. It will be replaced with the use of mobile technology and mobile payment systems. The role of traditional financial services institutions like banks will change into sales and advice for more complex products, while remote and mobile banking will be used for more basic transactions. 10% 90% By 2025, only 10% of financial transactions will be made in cash. So, what should happen to branches in an omni-channel world? Looking at retail as an example, we see retailers taking different paths; in the light of sales spread across various channels, Aurora has stated that it will need fewer stores to achieve national coverage, whereas ASDA is focusing on new store openings due to customer demand. There is a shared thinking that the face-to-face channels in financial services will be about showcasing, touchn-feel trials, education and advice. There will also be a challenge in terms of staffing and opening times with new players such as Metro Bank already challenging the traditional bank branch operations, by offering longer opening hours and service seven days a week to fit in with customers busy lifestyles. So there is the big question of how financial services will respond, and how best to change or maintain a physical presence, keeping in mind that the option will need to be worth the cost and effort both for the financial institution and the customer. It s time to be proactive and create the future, rather than letting it happen to you!

6 CONTACT US Sue Grist, Director Egremont Group Natalie McLellan, Associate Director Egremont Group Egremont Group 11 London Mews Paddington London W2 1HY United Kingdom Telephone Website Egremont Group Ltd. All rights reserved Company registered in England

Retail Banking. From Generation Z to Baby Boomers. Driving Loyalty and Innovation to Maintain Long Term Commercial Advantage

Retail Banking. From Generation Z to Baby Boomers. Driving Loyalty and Innovation to Maintain Long Term Commercial Advantage Retail Banking From Generation Z to Baby Boomers Driving Loyalty and Innovation to Maintain Long Term Commercial Advantage Introduction In 2016, retail banks are facing up to their biggest challenge. A

More information

The digital future for insurance.

The digital future for insurance. Digital transformation can help you tame the perfect storm. The digital future for insurance. Following the 2008 financial crisis, the insurance sector has faced tighter regulation, which has made it harder

More information

RBTE: Big themes from Europe s biggest Retail show

RBTE: Big themes from Europe s biggest Retail show RBTE: Big themes from Europe s biggest Retail show The Pierhouse team joined thousands of visitors, retailers and exhibitors at the Retail Business Technology Expo in London to discuss the challenges and

More information

Chartered Financial Planners

Chartered Financial Planners Park View Chartered Financial Planners Park View Financial Planning 61 Alexandra Road Lowestoft, Suffolk NR32 1PL T: 01502 515383 F: 01502 515390 E: enquiries@parkview-ifa.co.uk W: www.parkview-ifa.co.uk

More information

PAYMENT SERVICE PROVIDER ACCESS

PAYMENT SERVICE PROVIDER ACCESS PAYMENT SERVICE PROVIDER ACCESS Widening access and choice February 2016 A Bacs white paper 1 FOREWORD This is an exciting time for the financial services industry. As the market evolves, Bacs is keen

More information

Business Continuity Management Systems. Protecting for tomorrow by building resilience today

Business Continuity Management Systems. Protecting for tomorrow by building resilience today Business Continuity Management Systems Protecting for tomorrow by building resilience today Vital statistics 31% 40% of UK businesses have been affected by bad weather related transport problems, power

More information

Welcome to the new way of working.

Welcome to the new way of working. Welcome to the new way of working. This is delivered to you by Cobweb. Enhancing productivity for today s modern SMB. Enhancing Productivity With Office 365 In A Modern Mobile SMB Workplace Today s SMB

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services Digital Strategy Digital Strategy Digital Innovation Enablement Services 2015 CGI IT UK Ltd. Contents Digital strategy overview Business drivers Anatomy of a solution Digital strategy in practice Delivery

More information

Understanding the impact of the connected revolution. Vodafone Power to you

Understanding the impact of the connected revolution. Vodafone Power to you Understanding the impact of the connected revolution Vodafone Power to you 02 Introduction With competitive pressures intensifying and the pace of innovation accelerating, recognising key trends, understanding

More information

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective WHITE PAPER OCTOBER 2014 Unified Monitoring A Business Perspective 2 WHITE PAPER: UNIFIED MONITORING ca.com Table of Contents Introduction 3 Section 1: Today s Emerging Computing Environments 4 Section

More information

Trends in B2B ecommerce in the UK RESEARCH 2013 WHITE PAPER

Trends in B2B ecommerce in the UK RESEARCH 2013 WHITE PAPER Trends in B2B ecommerce in the UK RESEARCH 2013 WHITE PAPER RESEARCH 2013 Background to the research Stibo Systems (a Master Data Management company), and Salmon (an ecommerce digital agency), commissioned

More information

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across

More information

Creating a Compelling Mobile User Experience

Creating a Compelling Mobile User Experience IBM Global Business Services White Paper Cross industry Creating a Compelling Mobile User Experience Highlight: The mobile channel is the most personal touch point of your brand, so understanding how to

More information

Opinion piece. How can financial institutions increase their profitability by better targeting more profitable digitally engaged customers?

Opinion piece. How can financial institutions increase their profitability by better targeting more profitable digitally engaged customers? Opinion piece How can financial institutions increase their profitability by better targeting more profitable digitally engaged customers? By Simon Cadbury Head of Strategy & Innovation Intelligent Environments

More information

Data Functionality in Marketing

Data Functionality in Marketing Data Functionality in Marketing By German Sacristan, X1 Head of Marketing and Customer Experience, UK and author of The Digital & Direct Marketing Goose Data is not a new thing. Successful businesses have

More information

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey Claims 2.0: Rethinking High Performance in Claims White Paper Changing Channels Accenture Multi-Channel Distribution Insurance Consumer Survey Effective multi-channel distribution: the solution to an ever-changing

More information

Benchmarking banking apps

Benchmarking banking apps Benchmarking banking apps Summary report A review of the top UK mobile banking apps and guide to delivering an outstanding customer experience 2014 was a turning point in consumer behaviour, with smartphones

More information

Company Profile 2015. atos.net

Company Profile 2015. atos.net Company Profile 2015 atos.net Welcome to Atos, the company which strives to create the firm of the future. We believe that bringing together people, technology and business is the way forward. Every day

More information

Customer Experience Strategy

Customer Experience Strategy Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The

More information

The New Customer Experience Manifesto. How to Create a Customer Experience Board

The New Customer Experience Manifesto. How to Create a Customer Experience Board The New Customer Experience Manifesto How to Create a Customer Experience Board How to Create a Customer Experience Board If you agree delivering superior customer experience is vital to your business,

More information

Wealth and Asset Management Services. Accenture Health and Wealth Visualization Tool

Wealth and Asset Management Services. Accenture Health and Wealth Visualization Tool Wealth and Asset Management Services Accenture Health and Wealth Visualization Tool Accenture Wealth and Asset Management Services Part of our capital markets industry group, Accenture s Wealth and Asset

More information

Accenture cloud application migration services

Accenture cloud application migration services Accenture cloud application migration services A smarter way to get to the cloud Cloud computing can help make your apps extraordinarily agile and scalable. You know this. Your competitors know this. And

More information

Education: Pressure to change quickly from above and below

Education: Pressure to change quickly from above and below About the research The report is based on a survey of 461 Europebased senior executives. Of these, 55 are from the education sector. Of the education sample, 40% are C-level executives or above and 35%

More information

Tieto Cloud Server. Fast and agile cloud capacity to meet new business demands. Tieto Cloud - Enterprise cloud made simple

Tieto Cloud Server. Fast and agile cloud capacity to meet new business demands. Tieto Cloud - Enterprise cloud made simple Tieto Cloud Server Fast and agile cloud capacity to meet new business demands Tieto Cloud - Enterprise cloud made simple Table of Contents 03 IT trends promise more cloud to come 05 Challenging the old-school

More information

Open Banking Building a transparent banking system

Open Banking Building a transparent banking system Open Banking Building a transparent banking system Housing Open Banking : Building a transparent banking system Labour s With Britain back in recession thanks to the Government s failed economic policies

More information

RETAIL MOVING ON CLOUD

RETAIL MOVING ON CLOUD s RETAIL MOVING ON CLOUD Page 1 Preface In the business of Technologically Transforming Retail Landscapes, CitiXsys Technologies has been involved in bringing valuable content to readers for some years

More information

The Order Management Tipping Point:

The Order Management Tipping Point: The Order Management Tipping Point: Why Salesforce is at the Center of the New Communication Service Provider Architecture Sponsored by Technology Changing the Customer Change is constant for all industries,

More information

ABN 85 082 464 622 AURORA DISTRIBUTION BUSINESS CUSTOMER STRATEGY

ABN 85 082 464 622 AURORA DISTRIBUTION BUSINESS CUSTOMER STRATEGY ABN 85 082 464 622 AURORA DISTRIBUTION BUSINESS CUSTOMER STRATEGY DOCUMENT NUMBER: NW-#30170677-V1 DATE: 28 FEBRUARY 2011 This page is intentionally blank. 2 Table of Contents AURORA DISTRIBUTION BUSINESS

More information

Great customer expectations

Great customer expectations Great customer expectations Joining the dots between loyalty and customer experience Introduction Ever since we ve had goods to exchange, we ve needed financial services to store our assets and offer loans.

More information

Achieving Retail Agility

Achieving Retail Agility Achieving Retail Agility Is Cloud Computing the Answer? By Bharat Popat and Jon Stine Cisco Internet Business Solutions Group (IBSG) Cisco IBSG 2012 Cisco and/or its affiliates. All rights reserved. It

More information

Retail Banking: Innovation distinguishes between the leaders and the followers GRANT THORNTON FINANCIAL SERVICES GROUP SEPTEMBER 2013

Retail Banking: Innovation distinguishes between the leaders and the followers GRANT THORNTON FINANCIAL SERVICES GROUP SEPTEMBER 2013 Retail Banking: Innovation distinguishes between the leaders and the followers GRANT THORNTON FINANCIAL SERVICES GROUP SEPTEMBER 2013 10-30% of customers make up 90% of profits 1 New entrants Customers

More information

Application Value Assessment

Application Value Assessment Value Assessment Journey to Realising the Value of an Organisation s Portfolio Fujitsu UK & Ireland - Business & Services By Chris Waite, Fujitsu Businesses today operate in highly competitive environments

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

THE BENEFITS OF CLOUD-BASED CALL CENTERS AN EXECUTIVE OVERVIEW

THE BENEFITS OF CLOUD-BASED CALL CENTERS AN EXECUTIVE OVERVIEW THE BENEFITS OF CLOUD-BASED CALL CENTERS AN EXECUTIVE OVERVIEW TM 989 Old Eagle School Road Suite 815 Wayne, PA 19087 USA 610.964.8000 www.evolveip.net Table of Contents Cloud Call Center Defined. 3 Introduction.

More information

The Order Management tipping point. Why Salesforce is at the center of the new Communication Service Provider architecture

The Order Management tipping point. Why Salesforce is at the center of the new Communication Service Provider architecture The Order Management tipping point Why Salesforce is at the center of the new Communication Service Provider architecture Why Salesforce is at the center of the new Communication Service Provider architecture

More information

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud IT Enterprise Services Capita Collaboration Suite Unified Communications in the Cloud Empower your people to engage and innovate Ready to transform the way you work? Imagine your enterprise truly connected;

More information

Customer Loyalty. A multi-channel approach. 25 April 2012

Customer Loyalty. A multi-channel approach. 25 April 2012 Customer Loyalty A multi-channel approach 25 April 2012 Introduction Douglas Blakey, Editor, Retail Banker International Ian Walsh, Retail Banking Partner, Boston Consulting Group Arunnima B S, Principal

More information

Supermarket Chains and Grocery Market in the UK

Supermarket Chains and Grocery Market in the UK Student projects/outputs No.008 Supermarket Chains and Grocery Market in the UK Emma Li MBA2008 China Europe International Business School, China China Europe International Business School, China 699,

More information

BBC Technology Strategy

BBC Technology Strategy BBC Technology Strategy Issued: January 2010 For more information contact: Spencer.piggott@bbc.co.uk Copyright 2010 BBC All Rights Reserved TECHNOLOGY STRATEGY Introduction This paper defines the BBC s

More information

ABOUT PACIFIC LIFE RE

ABOUT PACIFIC LIFE RE ABOUT PACIFIC LIFE RE WHO WE ARE? We are a life reinsurance company working with our clients to manage their mortality, morbidity and longevity risk. We have built a strong, experienced team with a reputation

More information

The Future of ecommerce in Communications:

The Future of ecommerce in Communications: The Future of ecommerce in Communications: Buying and Selling Infrastructure Services Online www.epsilontel.com ecommerce in Communications ecommerce is most often associated with brands like Alibaba,

More information

Choice: The new currency of commerce

Choice: The new currency of commerce Choice: The new currency of commerce Services Omnichannel will redefine retailers relationship with consumers Customers are more demanding, and more fickle, than ever Using co-channelling to embed customer

More information

White Paper Service Excellence: Transforming the Customer Experience

White Paper Service Excellence: Transforming the Customer Experience White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from

More information

Digital Strategy. How to create a successful business strategy for the digital world.

Digital Strategy. How to create a successful business strategy for the digital world. Digital Strategy How to create a successful business strategy for the digital world. Digital Strategy Overview Every business today needs a digital strategy. Products and services need to be digitally

More information

Breaking Down the Insurance Silos

Breaking Down the Insurance Silos Breaking Down the Insurance Silos Improving Performance through Increased Collaboration Insurers that cannot model business scenarios quickly and accurately to allow them to plan effectively for the future

More information

See what cloud can do for you.

See what cloud can do for you. See what cloud can do for you. Uncomplicating cloud business Table of contents Introduction 3 Why cloud is relevant for your business? 4 What is changing? 4 Why organizations are moving to cloud 5 What

More information

Topic 1 Wealth Management

Topic 1 Wealth Management Topic 1 Wealth Management 1. Background Moderator: Hansjörg Germann, As Head of Strategy Development at Zurich, Mr. Germann is responsible for all aspects of the strategic asset allocation for the group

More information

Desktop Virtualisation

Desktop Virtualisation Shaping the future of end user services Desktop Virtualisation Seize opportunities before others see them Remember the not-too-distant past?» Traditional thin client systems struggled to gain wide acceptance,

More information

INSERT COMPANY LOGO HERE

INSERT COMPANY LOGO HERE INSERT COMPANY LOGO HERE Frost & Sullivan 1 We Accelerate Growth Industry Challenges As cloud solutions and technologies evolve, enterprises continue to show interest in how the cloud can help them achieve

More information

SME Innovation & Differentiation as a Business Strategic Priority Leveraging the SME IT-Capability Maturity Framework

SME Innovation & Differentiation as a Business Strategic Priority Leveraging the SME IT-Capability Maturity Framework Page 1 White Paper, May 2014 Dr Marian Carcary SME Innovation & Differentiation as a Business Strategic Priority Leveraging the SME IT-Capability Maturity Framework Abstract In a globalized business landscape

More information

Direct Marketing Officer. MS National Centre, London. Individual Fundraising Manager

Direct Marketing Officer. MS National Centre, London. Individual Fundraising Manager Job Title: Location: Reports to: Direct Marketing Officer MS National Centre, London Individual Fundraising Manager Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953,

More information

Customer Experience - what s it all about?

Customer Experience - what s it all about? Customer Experience - what s it all about? The Capgemini Consulting guide Page 1 Page 2 Customer Experience is a concept that many people talk about but far fewer understand or know how to address. This

More information

TRUE PERFORMANCE ENGINEERING

TRUE PERFORMANCE ENGINEERING TRUE PERFORMANCE ENGINEERING Quality with Testing, Testing with Quality WHITE PAPER TWO CONTENTS Introduction 3 The Challenges 3 Dependable Applications Testing 3 Traditional Load Testing 4 Large Capital

More information

SEYMOUR SLOAN IDEAS THAT MATTER

SEYMOUR SLOAN IDEAS THAT MATTER SEYMOUR SLOAN IDEAS THAT MATTER The value of Big Data: How analytics differentiate winners A DATA DRIVEN FUTURE Big data is fast becoming the term keeping senior executives up at night. The promise of

More information

Why all the attention now

Why all the attention now 1 ACQUIRING Acquiring the millennial customer THE MILLENNIAL CUSTOMER Information available on Millennials can be pretty confusing. There are a lot of different research studies with some conflicting results.

More information

Millennials and wealth management Trends and challenges of the new clientele

Millennials and wealth management Trends and challenges of the new clientele Millennials and wealth management Trends and challenges of the new clientele Dr. Daniel Kobler Partner Head of Banking Strategy Consulting Deloitte Felix Hauber Senior Manager Banking Strategy Consulting

More information

Six Characteristics of Customer centric companies. Rob Rich, MD Insights Research rrich@tmforum.org

Six Characteristics of Customer centric companies. Rob Rich, MD Insights Research rrich@tmforum.org Six Characteristics of Customer centric companies Rob Rich, MD Insights Research rrich@tmforum.org Agenda The Six characteristics Where should we be focused short term Where do we need to be by 2020? The

More information

This document introduces the principles behind LDI, how LDI strategies work and how to decide on an appropriate approach for your pension scheme.

This document introduces the principles behind LDI, how LDI strategies work and how to decide on an appropriate approach for your pension scheme. for professional clients only. NOT TO BE DISTRIBUTED TO RETAIL CLIENTS. An introduction TO Liability driven INVESTMENT HELPING PENSION SCHEMES ACHIEVE THEIR ULTIMATE GOAL Every defined benefit pension

More information

SECURE CLOUD SOLUTIONS FOR YOUR BUSINESS.

SECURE CLOUD SOLUTIONS FOR YOUR BUSINESS. SECURE CLOUD SOLUTIONS FOR YOUR BUSINESS. 2015 Learning Possibilities Ltd, 506 Centennial Park, Centennial Avenue, Elstree, Herts, WD6 3FG Email: info@cloudpossibilities.com Telephone: +44 (0) 20 8236

More information

WHAT ARE THE BENEFITS OF OUTSOURCING NETWORK SECURITY?

WHAT ARE THE BENEFITS OF OUTSOURCING NETWORK SECURITY? WHAT ARE THE BENEFITS OF OUTSOURCING NETWORK SECURITY? Contents Introduction.... 3 What Types of Network Security Services are Available?... 4 Penetration Testing and Vulnerability Assessment... 4 Cyber

More information

HYBRID CLOUD: A CATALYST TO DRIVING EFFICIENCIES AND MEETING THE DIGITAL ASPIRATIONS OF THE UK PUBLIC SECTOR

HYBRID CLOUD: A CATALYST TO DRIVING EFFICIENCIES AND MEETING THE DIGITAL ASPIRATIONS OF THE UK PUBLIC SECTOR HYBRID CLOUD: A CATALYST TO DRIVING EFFICIENCIES AND MEETING THE DIGITAL ASPIRATIONS OF THE UK PUBLIC SECTOR Public Sector Industry Report Contents 2 Executive Summary 5 3 Pressure to Meet 6 Key Findings

More information

Abstract. Glue Reply works with Sainsbury s to achieve the Holy Grail in Business Driven IT. Scenario. The project

Abstract. Glue Reply works with Sainsbury s to achieve the Holy Grail in Business Driven IT. Scenario. The project Glue Reply works with Sainsbury s to achieve the Holy Grail in Business Driven IT Abstract Sainsbury s embarked on a project to create one IT plan or road map that would cover the entire enterprise. This

More information

OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL

OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL www.wipro.com OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL Sasi Koyalloth Connected Enterprise Services (CES) BAS Table of Content 03... Abstract 04... Challenges of Direct and Agent-based

More information

Making Leaders Successful Every Day

Making Leaders Successful Every Day Making Leaders Successful Every Day Succeeding In Global ecommerce Forrester Research Benjamin Ensor Research Director, ebusiness & Channel Strategy March 13, 2013 For internal use only Agenda What s the

More information

Lisa Byfield-Green Senior Retail Analyst, Online & Digital. 25 November 2015

Lisa Byfield-Green Senior Retail Analyst, Online & Digital. 25 November 2015 Lisa Byfield-Green Senior Retail Analyst, Online & Digital 25 November 2015 Today s presentation UK channel overview Drivers of growth Future trends Winning strategies for retailers / suppliers Source:

More information

vision realize your software-defined with the Digital Data Center from Atos Whitepaper

vision realize your software-defined with the Digital Data Center from Atos Whitepaper realize your software-defined vision with the Digital Data Center from Atos Whitepaper Revolutionize agility and flexibility. Accelerate time to market. Mitigate risk without inhibiting innovation. Reduce

More information

SERVICE OPERATIONS CENTRE: ENABLING DIFFERENTIATION BASED ON SUPERIOR CUSTOMER EXPERIENCE

SERVICE OPERATIONS CENTRE: ENABLING DIFFERENTIATION BASED ON SUPERIOR CUSTOMER EXPERIENCE analysysmason.com RESEARCH STRATEGY REPORT SERVICE OPERATIONS CENTRE: ENABLING DIFFERENTIATION BASED ON SUPERIOR CUSTOMER EXPERIENCE ANIL RAO About this report This report analyses the key market drivers

More information

Planning Policy Statement 2015

Planning Policy Statement 2015 Planning Policy Statement 2015 Introduction It is just over 50 years since national planning legislation was first implemented in Ireland. The Government wishes to reaffirm its strong belief in the value

More information

The Digital Insurer. The insurance industry has entered the digital age. Find out how you can stand out as a digital insurer.

The Digital Insurer. The insurance industry has entered the digital age. Find out how you can stand out as a digital insurer. The Digital Insurer The insurance industry has entered the digital age. Find out how you can stand out as a digital insurer. Why now is the time for digital insurance Customer needs, expectations and technology

More information

Digital Marketplace Services Service Definition

Digital Marketplace Services Service Definition Digital Marketplace Services Service Definition Arrk Limited Manchester Science Park Pencroft Way Manchester M15 6JJ Tel: +44 161 227 9900 Fax: +44 016 227 9966 www.arrkgroup.com Registered In England

More information

Transforming. Source & Deploy Solutions from Computacenter

Transforming. Source & Deploy Solutions from Computacenter Transforming the IT Supply Chain Source & Deploy Solutions from Computacenter CONTENTS 03 04-05 06-07 08-09 10 Effecting change Standard practice EXPERIENCE CERTAINTY Centres of excellence Reaping the

More information

SAY NEW INVESTOR DEMANDS ARE RESHAPING THE COMPETiTIVE LANDSCAPE. Frontline Revolution: The New Battleground for Asset Managers

SAY NEW INVESTOR DEMANDS ARE RESHAPING THE COMPETiTIVE LANDSCAPE. Frontline Revolution: The New Battleground for Asset Managers Frontline Revolution: The New Battleground for Asset Managers Asset managers are rethinking their business models to capitalize on new trends in investor demand, according to a State Street survey of 300

More information

Reward programmes in a digital age

Reward programmes in a digital age Reward programmes in a digital age Think SoLoMo It s a digital world It s no surprise to see that businesses who have remodelled to embrace the digital revolution have flourished in the past 5-10 years.

More information

This is Luca s café, where he socializes with his friends. This is Luca managing his savings through Atos technology. Luca is now banking

This is Luca s café, where he socializes with his friends. This is Luca managing his savings through Atos technology. Luca is now banking Now Banking, Now Insurance closer customer relationships by driving value in Now Banking and Now Insurance Trusted partner for your Digital Journey Ready for now Customers today want a different relationship

More information

Face to face payment solutions. Mobile strategy for businesses on the go

Face to face payment solutions. Mobile strategy for businesses on the go Face to face payment solutions Mobile strategy for businesses on the go Contents 3. Overview 4. Online and offline merge 5. Contactless payments 6. Apps and the ewallet 7. Graphic: Rising payment trends

More information

E-retailing Project. E-retailing - An Exciting Opportunity for the Logistics Sector

E-retailing Project. E-retailing - An Exciting Opportunity for the Logistics Sector E-retailing Project E-retailing - An Exciting Opportunity for the Logistics Sector May 2012 Goodman E retailing Research Report About Transport Intelligence Headquartered in the UK, Ti is one of the world

More information

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements Data Products and Services The one-stop-shop for all your business-to-consumer data requirements Put data and insight back at the heart of your marketing Knowing who to target, when, via what channel and

More information

WHAT MAKES A GOOD EXPERIENCE? Engine Customer Experience Survey 2015

WHAT MAKES A GOOD EXPERIENCE? Engine Customer Experience Survey 2015 WHAT MAKES A GOOD EXPERIENCE? Engine Customer Experience Survey 2015 SO WHAT MAKES A GOOD CUSTOMER EXPERIENCE? For the second consecutive year Engine undertook a survey to investigate what consumers believe

More information

and the cloud Is cloud computing the right fit for your online business?

and the cloud Is cloud computing the right fit for your online business? E-business and the cloud Is cloud computing the right fit for your online business? For more information : claranet.co.uk - twitter.com/claranet To book an appointment or to discuss our cloud services

More information

Using the Cloud to fill the void between the business and the IT Department

Using the Cloud to fill the void between the business and the IT Department Using the Cloud to fill the void between the business and the IT Department David Bennett IT Consultant david.bennett@changeharbour.com Agenda The legal services market Business demands on the IT Department

More information

Transforming Your Core Banking and Lending Platform

Transforming Your Core Banking and Lending Platform Transforming Your Core Banking and Lending Platform Dramatically improve your bank s core systems to increase operating agility, lower time to market, reduce costs and better manage risk and regulatory

More information

InforCloudSuite. Fashion. Overview INFOR CLOUDSUITE FASHION 1

InforCloudSuite. Fashion. Overview INFOR CLOUDSUITE FASHION 1 InforCloudSuite Fashion Overview INFOR CLOUDSUITE FASHION 1 What if... You could quickly and easily protect your company s cash flow within the inventory-intensive fashion industry? You could implement

More information

HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION?

HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION? HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION? Digital tools are invading the business environment, provoking significant changes in the way we work, communicate and sell. This has

More information

INVESTMENT UNPLUGGED WHY CHOOSE A DISCRETIONARY INVESTMENT MANAGER?

INVESTMENT UNPLUGGED WHY CHOOSE A DISCRETIONARY INVESTMENT MANAGER? WHY CHOOSE A DISCRETIONARY INVESTMENT MANAGER? WHAT IS DISCRETIONARY INVESTMENT MANAGEMENT? This is a service offered by professional investment managers for those with funds available for investment who

More information

Omni-Channel Contact Centre

Omni-Channel Contact Centre Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Email Management Web Chat Software Social Media Customer Service

More information

Digitizing Insurance. Transforming Legacy Systems to Adopt Modern and Emerging Technologies. A RapidValue Solutions Whitepaper

Digitizing Insurance. Transforming Legacy Systems to Adopt Modern and Emerging Technologies. A RapidValue Solutions Whitepaper Digitizing Insurance Transforming Legacy Systems to Adopt Modern and Emerging Technologies A RapidValue Solutions Whitepaper Table of Contents Executive Summary... Definition of Digitalization in the Context

More information

CGI Payments360. Moving money with greater agility and confidence. Experience the commitment

CGI Payments360. Moving money with greater agility and confidence. Experience the commitment CGI Payments360 Moving money with greater agility and confidence Experience the commitment Addressing today s payments realities Customers want the ability to buy anything, pay anyone and bank anywhere

More information

E: Business support and access to finance

E: Business support and access to finance E: Business support and access to finance 41 The North East Local Enterprise Partnership area benefits from a committed workforce, a good business environment and a competitive cost base. However, the

More information

Meeting the expectations of the mobile customer

Meeting the expectations of the mobile customer IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer

More information

Connect Renfrewshire

Connect Renfrewshire How the council will use its information and technology assets to achieve successful change Contents Strategy Context 2 Digital Delivery and Citizen Engagement 4 Operational Excellence and Transformation

More information

Competitiveness and the Global Trends Roadmap: 2015-2050

Competitiveness and the Global Trends Roadmap: 2015-2050 Competitiveness and the Global Trends Roadmap: 2015-2050 IMD R&D Global Trends are an interesting pedagogical tool to open up the minds of IMD participants, and are commonly used early in an IMD program

More information

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD White paper - Multi-Channel Campaigns in a Connected World - Prodware 1 Create and deploy IT solutions for business Navigating Multi-channel Marketing

More information

Strategic Roadmap Development for international education in the PTE sector

Strategic Roadmap Development for international education in the PTE sector Strategic Roadmap Development for international education in the PTE sector What are Strategic Roadmaps? Strategic Roadmaps are planning tools that identify strategic goals and pathways for growth in international

More information

The Official Guide. Choosing your Point of Sale

The Official Guide. Choosing your Point of Sale The Official Guide Choosing your Point of Sale Why do you need a Point of Sale (POS)? Owning a business is not easy. Business owners rely on efficient tools to help run every aspect of their business,

More information

Senior Project Manager

Senior Project Manager Senior Project Manager IT Services Portfolio & Project Management Office Salary Grade 8-40,046 to 45,053 per annum Open Ended Contract Ref: CSE00868 At Leicester we re going places. Ranked in the top-12

More information

Managed Mobility from O 2

Managed Mobility from O 2 Secure, managed, flexible working From network connectivity, to secure device management and custom apps our Managed Mobility solutions provide everything you need. Release your workforce and support their

More information

Trends in enterprise ICT

Trends in enterprise ICT UBS Telecoms Enterprise Day 2014 Trends in enterprise ICT 28 March 2014 Robert Schumann 2 Contents About Analysys Mason Sizing African SME ICT markets Case studies from Developed Markets Challenges and

More information

Perspectives. Professional service firms. Re-engaging and retaining employees

Perspectives. Professional service firms. Re-engaging and retaining employees Perspectives Professional service firms Re-engaging and retaining employees Re-engaging and retaining employees in professional service firms An engaged workforce one that is fi ring on all cylinders and

More information