AIIA Financial Services Breakfast Briefing

Details

‘Information Innovation’

Positive Change of Customer Experience through Technology & Innovation

Guest Speakers

• Rick De Ataide, Business Intelligence Manager – Strategy, Planning, and Change, IAG
• Karen Ganschow, Head of Customer Relationship Marketing and Digital, Westpac

The session will be moderated by Ian Bertram, Managing Vice President Analytics, BI and Performance Management research team, Gartner.

To kick start our 2013 Financial Services event series our expert panel will deliver insightful views on how the combination of ‘information management competencies’ and ‘innovation processes’ will define the future of mass customisation in products, services, and customer experience in the financial services industry.

Rich information relating to transactions – both financial and social – can now be collected and processed at a relatively low marginal cost. Effectively exploited, this information is more valuable than the transactions themselves. With the right information you can:

• Amplify positive customer experiences
• Detect and recover negative customer experiences·
• Convert a bank into a service that helps individuals achieve their goals – financial or otherwise
• Turn an insurance company into a trusted partner that proactively protects customer’s assets from harm
• Leverage the “skeptical trust” that customers have of their financial services providers to include management of identify, relationships with other service providers, and personal life-time goals

Technology advances and cost structures now allow leading financial service organisations to move beyond real-time processing of transactions to real-time processing of any complex event.

Customer decisions based on emotions, relationships, and experience are fussy. A whole-of-life relationship with an individual, organisation or global company is complex. Technology and innovation can help simplify these complex scenarios.

This ‘Information Innovation’ panel discussion will help attendees shift from focusing on the limitations of technology – limitations that no longer exist – to a focusing on the possibilities for positive change in customer experience, depth of customer relationships, product innovation, and industry leadership)

Sponsors

Fujitsu, obs Transform your business, POLARIS, NSW Government Trade & Investment, SMS Management & Technology