Digital disruption in financial services !

Change or be changed

@markbrennan_

192

"You can't win anything with kids"

Everything from this point on is changing

Brett king

““

TECHNOLOGY Mobile, Tablets, The Net, Google

glass, Galaxy Gear, apps...

TRUSTCOMPETITION

Google, Paypal, Stripe, amazon,

O2, Tesco, WeChat..

Why?!!

Trust

Your product is the experience which is your brand !

Service design is the activity of planning & organizing people, infrastructure, communication & material components of a service in order to improve its quality and the interaction between service provider and customers. !The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive & relevant to the customers. !The backbone of this process is to understand the behaviour of the customers, their needs and motivations.

43% 36%62%

'somebody like me' 'CEOs' 'Government

Official or regulator'

The rise of heterarchical trust

The sharing economy!!

Are you ready?

Technology

Experience first, technology second !

Make a commitment!!!

Resources!

Structure!

Culture!

“ONE OF MY FEARS IS BEING THIS BIG, SLOW, CONSTIPATED, BUREAUCRATIC COMPANY THAT'S HAPPY WITH ITS SUCCESS.” !

STEFAN OLANDER, CEO NIKE

Practical Tip: Reverse mentoring

Competition

The new competition!The competition you currently think is your competition is not your competition

$3.3Bn! Alipay daily transaction value on Sina Weibo

!

Be brave !!

Act like a start up!!

Champion the customer!!

Have clarity on customer needs & wants!!

Focus on exceptional customer experience!!

!

Thank You !!

!

!

@markbrennan_