Embracing technology in financial services

A podcast that takes an in-depth look at technology in financial services. Leading experts cover what it is, why it matters, and how to achieve it.

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Technology Advisory Practice Lead, Tim Broome talks to an array of experts on the latest technology trends. Tune in to hear fresh insights and challenges to traditional thinking in the Financial Services sector.

Unlocking value from data-driven banking

Season 2 Episode 9 - Unlocking value from data-driven banking

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We’ve reached a tipping point where ethical organisations with a strong purpose are delivering above market returns. The digital disrupters are connecting with customers around purposeful profit, setting themselves apart from the big banks. So how can the banks keep pace? Our Accenture experts Stewart Baxter and Tim Broome discuss data-driven banking, the emerging role of the Chief Data Officer and how data is the lifeblood of banks.

What do purpose and value have in common across Australia’s mining, telecommunications and financial services sectors?

The quest for purpose beyond profit is critical in maintaining customers and driving future industry dynamics in Australia. Without a long term positive purpose, organisations risk losing trust and falling behind. Trust is now more than an expectation, it’s a requirement for all industries and down the supply chain. Accenture experts Ann Burns and Jonathan Restarick join host Tim Broome to discuss how the younger generation is driving change and how organisations need to be in tune with their customers moral expectations to survive.

Season 2 Episode 8 - What do purpose and value have in common across Australia’s industries?

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Know the SME mindset – growth opportunities for Australian banks

Season 2 Episode 7 - Know the SME mindset – growth opportunities for Australian banks

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The SME marketplace employs around 7 million Australians, making up almost one third of the economy and providing a huge contribution to the success and vibrancy of the nation. So how can banks provide a more personalised service? It all comes down to understanding your customer. This week Accenture experts Alex Trott & Laura Valmorbida join host Tim Broome to discuss how the Neobanks are providing a more effective, tailored service.

What do birthdays and super have in common?

Superannuation is set to evolve and embrace new technology. But how do you make super sound exciting? Special guest Shannon O’Shea from smartMonday by Aon joins Accenture experts Christian Erickson and Tim Broome to discuss new developments and the future of the superannuation industry.

Season 2 Episode 6 - What do birthdays and super have in common?

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Ingredients for a differentiated customer relationship – what’s key for financial services?

Season 2 Episode 5 - Ingredients for a differentiated customer relationship – what’s key for financial services?

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With the rise of digital and a world fuelled by customer experiences, the role of the CMO has never been so important. With this in mind, how do organisations maximise their potential while making sure the customer always comes first? Special guest John Moran from Salesforce joins our Accenture experts Stacy Pence and Tim Broome to discuss the future of marketing in financial services.

How to accelerate remediation – why it’s time to open a second runway at five times the speed

With consumer confidence fragile, how can Australia’s financial services redeem itself? Remediation is key but how does that work at scale? Accenture experts San Retna and Peter Beardshaw join Tim Broome to bring an international perspective and discuss trust, remediation and putting the consumer first.

Season 2 Episode 4 - How to accelerate remediation – why it’s time to open a second runway at five times the speed

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Digital banking - what's all the hype about?

Season 2 Episode 3 - Digital banking - what's all the hype about?

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Digital banking has arrived, but will it be a force for good? Accenture experts Alex Trott and Ellie Scott join Tim Broome to discuss neobanks, digital banking and how things are set to change in Australian Banking. Disruption is coming.

Augment or automate – How are you reimagining work and creating a future-ready workforce?

AI, augmentation and automation are rapidly changing the workforce. How do business leaders shape operating models to enable employees to adapt and thrive into the future? Join Accenture experts Pia Dupont and Tim Broome as we discuss the future workforce and its effect on Australia’s financial services industry.

Interested to learn more? Download our research report, Workforce 2025: Financial Services skills and roles. Using economic value modelling, Accenture estimates that seven to 10 percent of tasks in the financial services workforce could be automated by 2025, while 43-48 percent could be augmented with technology. The resulting cost savings and productivity gains could deliver between $US87 billion and $US140 billion of cumulative value for the North American financial services industry between 2018 and 2025. We believe, organisations must take a strategic approach to augmentation and automation to emerge as winners.

Season 2 Episode 2 - Augment or automate – How are you reimagining work and creating a future-ready workforce?

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Tackling the big questions facing global economies and reflecting on the impacts for Australia

Season 2 Episode 1 - Tackling the big questions facing global economies and reflecting on the impacts for Australia

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Global economic trends have a great impact on Australia's financial services industry. But what forces are at play and which region does Australia follow the most?

Join our Global Growth Strategy Lead Simon Whitehouse as we discuss international markets across the UK, U.S and China and more broadly Europe and Asia, and how political, technological and social changes are influencing and driving Australia’s economic future.

Business agility and agile - what's the difference?

Business agility is around creating organisations that can respond to the changing environment around them. On the other hand, agile is about a tool, mindset, values, principles, and practices that help enable business agility.

Listen to our experts as they explore three facets creating the imperative for change. They examine what this means for Australia's financial services organisations and four key areas in terms of measuring success.

Difference Between Business Agility and Agile

Accenture's video shows the difference between business agility and agile by our experts to measure the real success of an organisation. See more.

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How well do you really understand your consumer?

Episode 14 - How well do you really understand your consumer?

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It's time to peel back the layers to really understand the attitudes of Australia's bank and insurance customers. It's important for organisations to appreciate the preferences customers have around financial services - products, channels - to build up a picture of their behaviours and thoughts.

Join our experts deep dive into four personas following Accenture's consumer survey in financial services. And think about how to engage with different customer types, using the data available. These insights are key to helping design the customer journey.

Why Blockchain is here to stay

Blockchain is considered one of the fastest growing innovations ever. Learn the difference between Blockchain and distributed ledger technology. Find out about the power of Blockchain as an enabler and the real value to transform businesses.

Hear from our experts as they challenge some of the myths around Blockchain. They also explore why security with Blockchain is a significant consideration. Tune in to our podcast to hear more.

Episode 13 - Why Blockchain is here to stay

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Explore tomorrow's risk function…now

Episode 12 - Explore tomorrow's risk function…now

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The risk function is being challenged by industry changes. There are digital threats and enablers. Customers’ expectations have significantly changed. Concerns around data privacy and data protection continue to intensify. Australia's financial services organisations face a huge number of regulatory compliance obligations. Also, compliance costs are on the rise.

Join our experts as they explore the role of new technologies and new infrastructures, such as Cloud, in building the future risk function. Also, they discuss the growing expectations around risk, culture and conduct risk.

Innovation: 1% inspiration and 99% perspiration

Innovation has changed and evolved over the years. It's one thing to have an idea, but the greater challenge is to successfully execute, test, and scale. There's no shortage of ideas. Australia is a nation that can generate great ideas. We've proven that over and over again. How do you take an idea, see it through, implement it, scale it, and derive benefit?

Join our experts as they discuss how different industries in Australia are taking ideas to execution. They look at what this means looking through a financial services lens in view of the rise of FinTechs.

Episode 11 - Innovation: 1% inspiration and 99% perspiration

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Navigating the sophisticated world of rising ransomware

Episode 10 - Navigating the sophisticated world of rising ransomware

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Whether it be internet banking fraud, identity fraud and identity theft or criminal elements to monetise, cyber-attacks of all types seem inevitable. As cyber criminals become more sophisticated in the methods they use, companies affected by ransomware are on the rise. There are several ways to get infected and many attacks go unreported.

Prevention techniques can only help so much. The real answer seems to lie in how we respond.  Join our experts as they explore the topic and some interesting insights around how many companies are unprepared to recover their IT systems from backups.

Detect and prevent – responding to cyber attacks

As technology continues to disrupt the financial services industry, the cybersecurity challenge takes centre focus as companies invest in protecting their business and consumers. Our host Tim Broome tackles the matter in-depth with security experts Dave Powell and Mark Leadbetter in our latest Embracing Technology in Financial Services podcast.

Their conversation touches on a wide gamut of topics, from the evolving nature of cyber threats to new vulnerabilities created by the arrival of Open Banking. More importantly, they discuss how innovations with technology can enable companies to outsmart their cyberattackers while staying ahead of the security curve.

Episode 9 - Detect and prevent – responding to cyber attack

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Increased personalisation without increased digital clutter?

Episode 8 - Increased personalisation without increased digital clutter?

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In the race to offer custom-fit services, companies inadvertently add to the digital clutter that bombards the people they seek to serve. They risk losing consumers who look to declutter their digital lives, unless they come up with a strategic approach to truly understand and deliver customer needs.

For starters, enterprises need to consider mindful design, cognitive effort and emotional engagement in designing the right level of interaction that connects with the right people. They must also establish trust and transparency in data use to deliver positive business outcomes from personalised offerings.

Tim Broome is joined by Bronwyn van der Merwe, the Asia Pacific lead at Fjord, to discuss in detail on how companies can cut digital clutter while continuously delivering customised services.

Robot co-workers in the contact centre – not what you think

It's been reported that contact centres will be killed by bots, but can humans still thrive in this new age of technology?

Contact centres are a large part of interacting with customers at scale and have typically been a necessary cost for organisations offering a service. Modern approaches to support customers involve interactive voice response, virtual agents and robotic process automation, but do these approaches benefit the customer or the organisation or both? The best of organisational intent focus on Customer Experience (CX), but how close do we really get to treating customers as individuals? How should organisations think about interacting with their customers, and how does this impact their employees? It’s been said that AI will be the contact centre killer, when in fact it might be the reinvention of the industry, taking the customer and employee experience to new levels.

Tim Broome talks to Kelly Owens, Accenture’s Customer Insights and Growth lead for Australia and New Zealand to explore this concept further.

Episode 7 - Robot co-workers in the contact centre – not what you think

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Demystifying the DevOps buzzword

Episode 6 - Demystifying the DevOps buzzword

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DevOps, is it a tool, or a process? Or, are we actually talking about a culture? It’s all the rage right now, but is it useful, or just another set of tools and techniques? It is typically applied when Cloud technologies are used, but how does it move past being a tool and start delivering value for the organisation? How do you ensure its fully utilised and measure its benefit?

Tim Broome is joined by Accenture expert guests Ajay Nair and Harshu Deshpande to discuss where DevOps is currently, and where we see it going in the future. They investigate the key learnings that help make using DevOps useful and range of factors required to ensure its success. Noting that, behind disruption there's people, and unless an organisation’s people have the right mindset they won’t adopt and ultimately, an organisation won’t achieve the positive outcomes they seek.

Cost concerns: Alleviated

Companies within the financial services sector are looking for opportunities to simplify their technology landscape. This can often be extremely complex, leaving them the choice between addressing either revenue and/or cost. It’s far easier to start by reducing cost, but how can they do this without losing sight of the customer? How can they use technology to support that agenda?

A good place to start is to consider what can be done in relation to mainframes and the use of platforms, how to leverage Cloud and remove the need for data centres. Work can also be done around DevOps and more broadly, operations automation.

Tim Broome is joined by John Harris, Accenture’s Technology Consulting lead for Asia Pacific, to explore the cost pressures on the financial services industry and how technology is really helping to alleviate some of those concerns.

Episode 5 - Cost concerns: Alleviated

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Technology is not enough

Episode 4 - Technology is not enough

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As the norms around personal data and its use evolve, what does this mean for organisations wanting to recruit and retain the best talent? What does the digital transformation or even the post-digital world mean in terms of the employee?

Companies have inadvertently created a new digital divide between themselves and their workforce. Trust and being responsible in the use of customer and employee data is important, as many companies are being measured in the court of public opinion.

Tim Broome is joined by Andrew Woolf, who leads Accenture’s Global Talent & Organisation group, and Harshu Deshpande from Accenture Liquid Studios. Together they explore whether the use of technology to measure experiences for your workforce or customers is going too far, the impact for people and how to ensure you act as an ethical company.


Accenture Technology Vision Trends

Personalisation—creepy or cool?

The Accenture Technology trends have just been released for 2019, and it's all about the post-digital world. But what's actually happening, and what should we prepare for?

Disruption and digital transformation have been the buzzwords for years with some success. The clear winners have been those companies that re-imagine how to provide customers an individual experience rather than just digitising what already exists.

Tim Broome is joined by Harshu Deshpande from Accenture Liquid Studios, they discuss real examples of providing that individual experience while maintaining trust. Too often Personalisation is poorly executed which diminishes the experience for the customer and ends up being creepy, rather than cool.

Episode 3 - Personalisation—creepy or cool?

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Get your head in the cloud

Episode 2 - Get your head in the cloud

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As one of the modern era’s new and disruptive technologies, the cloud holds the key to helping companies dramatically improve business performance and capabilities. The arrival heralds an improvement in many areas, but there is more to cloud adoption than just the technology. Many capabilities within an organisation need to adapt to realise the benefits that cloud is designed to offer - speed, cost and quality.

So, what can companies do to enable its adoption and implementation? Tim Broome talks to Technology Consulting Senior Manager, Laura Entwistle to deep-dive into the process of cloud migration and what it entails for companies, large or small, legacy or digital-native. They also explore various strategies for enabling the business to adapt, from transforming IT systems to cultivating new ways of working.


Get the Accenture perspective on Cloud Native Computing and Reengineering the IT operating model to embrace Cloud

Open up to open banking

The open banking revolution has given rise to a new world of opportunities, particularly around consumer data and sharing. Consumers are getting the authority to manage their own data under the Open Banking and Consumer Data Right legislation which comes into force in Australia soon.

The question is, will this disruptive change (threat and opportunity), seriously impact the competitiveness of banks and other corporations? More importantly, will consumers understand their new power and exercise their rights?

Tim Broome talks to Graham Rothwell and Mike Aston, experts in Open Banking, to explore the different approaches that adopting countries have taken on third-party access. They also discover some interesting insights around consumer trust and cutting-edge approaches to delivering new products and services swiftly.


Get the Accenture perspective on Open Banking and the latest trends.

Episode 1 - Open up to open banking

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